About the Role
We are looking for an experienced and technically solid Senior Engineer Product Support to manage and resolve complex technical issues related to OnePro CX, our customer experience and after-sales service management platform.
The role will involve end-to-end product support, troubleshooting, incident management, root cause analysis, customer coordination, CRM configuration, API/integration support, and collaboration with development, implementation, and infrastructure teams.
The ideal candidate should have strong analytical and problem-solving skills, a customer-focused approach, and the ability to independently handle critical production issues within defined SLA timelines.

Key Responsibilities

1. Product & Application Support
- Provide L1/L2/L3 technical support for OnePro CX web and mobile applications.
- Ensure customer issues, incidents, and service requests are properly logged, tracked, documented, and resolved within defined SLA guidelines.
- Provide end-to-end troubleshooting for deployed products, modules, and customized solutions.




- Analyze application errors, functional issues, data inconsistencies, and system behavior.
- Monitor recurring issues and proactively identify opportunities for permanent fixes.
- Support customers during production deployment, upgrades, and major releases.

2. CRM & Customer Support
- Manage and resolve complex CRM-related issues involving service requests, complaints, work orders, warranties, products, customers, dealers, engineers, and service workflows.
- Understand customer business processes and translate them into technical requirements or solutions.
- Proactively follow up on customer concerns until complete resolution.
- Maintain clear communication with customers regarding issue status, expected resolution, and preventive actions.
- Ensure proper documentation of incidents, resolutions, workarounds, and knowledge-base articles.

3. Troubleshooting & Root Cause Analysis
- Conduct detailed Root Cause An

📌 Walk-in || Senior Product Support Engineer (Noida)
🏢 Onedios Services
📍 Noida