Job Role: Senior Solution Engineer Job Overview: We are seeking a highly
motivated and customer-oriented individual to join our Product Support Team. The
ideal candidate will be responsible for providing high-quality support to
customers, assisting them in resolving product-related issues, and ensuring that
they can use the product efficiently. You will serve as the primary point of
contact for customers and work cross-functionally with other teams to improve
the overall customer experience.

Key Responsibilities:

* Provide timely, accurate, and professional assistance to customers.
* Troubleshoot technical issues, bugs, and problems with the product or service
and provide appropriate solutions.
* Collaborate with engineering, product, and other teams to identify and
resolve product defects or gaps.
* Educate customers on product features, best practices, and troubleshooting
steps to enhance user experience.
* Document and track customer inquiries and issues in a ticketing system to
ensure proper resolution.




* Escalate complex issues to higher-level support or engineering teams as
necessary.
* Create and maintain customer-facing knowledge base articles, FAQs, and
troubleshooting guides.
* Provide feedback and insights from customers to help improve product
development and user experience.
* Participate in product testing and quality assurance to identify potential
issues before launch.
* Ensure that service level agreements (SLAs) are met, and that customer
satisfaction remains high.
* Stay updated on product updates, new features, and industry best practices.

Required Qualifications:

* Bachelor's degree in Computer Science, Information Technology or a related
field.
* Proven experience in customer support, technical support, or product support
(typically 2-5 years).
* Solid technical aptitude and the ability to troubleshoot and resolve complex
product issues.
* Excellent communication skills, both written and verbal.
* Ability to work independently and as part

📌 Senior Solution Engineer (India)
🏢 IBS Software
📍 India