Position Overview

THE JR. PRODUCT SUPPORT ENGINEER IS RESPONSIBLE FOR MANAGING AND RESOLVING TIER 1 DATA DELIVERY ISSUES AND SUPPORT REQUESTS, ENSURING TIMELY RESPONSES AND ADHERENCE TO SLAS. THIS ROLE INVOLVES MONITORING ACTIVE-HOURS ALERTS, ADDRESSING SUPPORT ITEMS EFFICIENTLY, AND ESCALATING ISSUES WHEN NECESSARY TO MAINTAIN DATA PIPELINE RELIABILITY. THE ENGINEER IS EXPECTED TO TRACK AND MANAGE INDIVIDUAL QUARTERLY GOALS, PARTICIPATE IN CONTINUOUS IMPROVEMENT TASKS AND TRAINING, AND CONTRIBUTE TO DOCUMENTATION FOR SUPPORT TEAM KNOWLEDGE. PROFICIENCY IN TOOLS SUCH AS AUTOTASK, OPSGENIE, AND PALO ALTO FIREWALL/VPN WHITELISTING IS ESSENTIAL FOR EXECUTING DAILY TASKS. BY MAINTAINING STRONG ENGAGEMENT, EFFECTIVE ISSUE RESOLUTION, AND CONTINUOUS LEARNING, THE JUNIOR PRODUCT SUPPORT ENGINEER PLAYS A CRITICAL ROLE IN ENSURING ACCURATE AND TIMELY DATA DELIVERY AND PRODUCT OPERATIONS.

Essential Duties & Responsibilities:

* Provide first-level customer support, serving as the initial point of contact for users experiencing issues with our products.



This may include assisting clients via phone, email, chat, or other communication channels
* Participate in continuous improvement initiatives to enhance product support efficiency and effectiveness
* Proactively monitoring inbound queue and internal Teams channels for high priority issues and routinely communicating current statuses to issue reporters.
* Diagnose and solve basic technical problems related to our products.
* Accurately and efficiently identify cases requiring advanced resolution paths, while following routing protocols and ticketing procedures to escalate cases to Tier 2 Support Specialists or Feature DEV teams when appropriate
* Clearly and concisely document of all support cases
* Track and document client issues and resolutions in a ticketing system
* Maintain robust knowledge of the company's products and services in order to accurately and efficiently resolve issues. Stay updated on product changes and u

📌 Jr. Product Support Engineer (India)
🏢 Aunalytics
📍 India