Designation

Job Description

Product Support Engineer

Location:

Bengaluru (Work from Office) Experience: 2-4 years

About Mojro

At Mojro, we dont just optimize logistics we reimagine it. We are a deep-tech logistics optimization company helping some of the worlds largest FMCG, Pharma, Paints, CEP, and Retail enterprises simplify complex logistics challenges. From reducing transportation costs to boosting service levels, Mojro delivers intelligent, automated, and scalable solutions that transform the way businesses move goods. Trusted by global leaders, our platform powers smarter decision making, faster execution, and sustainable supply chains. If youre excited about solving high-impact problems with cutting-edge technology, Mojro is where youll find your next big challenge.

KEY RESPONSIBILITIES

Ticket Handling & Customer Support

Handle customer support tickets via Freshdesk (email, chat) or similar ticketing tools.

Act as level 2 support engineer for customer-reported issues and queries.

Debug, Reproduce, Categorize, and track tickets as per defined SLAs.





Provide timely updates and maintain explicit customer communication throughout ticket lifecycle.

Resolve standard product usage, configuration, and workflow-related issues.

Ensure proper ticket hygiene and adherence to defined support processes.

Troubleshooting & Issue Validation

Perform L2 troubleshooting across product modules.

Reproduce reported issues and validate problem statements before escalation.

Collect required logs, screenshots, payloads, and supporting details for investigation.

Perform basic API validation using dev-tools or Postman when required.

Escalate unresolved or complex issues to L3 teams with proper documentation.

SLA & Escalation Management

Ensure adherence to defined SLAs, response timelines, and escalation processes.

Identify critical or high-impact issues and escalate them promptly.

Coordinate with internal teams for issue follow-ups and resolution tracking.

Documenta

📌 Product Support Engineer (Bengaluru)
🏢 Mojro
📍 Bengaluru