- Have a professional attitude - youll be supporting some of the most successful and prominent US Fortune 500 companies and PRGX audit leaders (our users)
- Provide technical assistance as needed for troubleshooting and customer service - mostly using SQL server, monitoring tools, and Unix commands
- Manages customer requests using appropriate tools and understands timelines for ongoing issue resolution. Communicates with customers on status of their incidents.
- Log all incidents in our Jira Support ticketing system and provide outstanding customer support by quickly responding to support requests with the expected level of quality and timeliness
- Research each issue, providing a thorough resolution to the user, and documenting the RCA
- Establishes and maintains cooperative and supportive relationships with customers by responding to written and verbal user questions, providing information to users or referring questions to other departments for appropriate response and escalated action.
- Escalate requests to Customer Success Managers, Tech Ops and/or Engineering,



as needed Collect and provide product feedback to the product team from the user s perspective
- Keep up to date with product updates, new features, and bug fixes
- Maintaining accurate records of customer interactions and technical issues.
- Grow content knowledge base on our products and document support response standards
- Helps to document customer feedback and user satisfaction to provide feedback to Product
- Maintain and create documentation around technical troubleshooting and best practices
- Leads the Incident Management Process, includes preparing the Incident Package, notifying key collaborators and leaders, setting up the Incident Bridge, and managing the Incident to resolution keeping all parties apprised, including end users, according to the SLAs
- Participates in rotating on-call responsibility for off hours critical issues

COLLABORATION:
- This role will report to the Manager of Global Pr

📌 Product Support Tech Engineer (Pune)
🏢 Prgx India
📍 Pune