Product Support Engineer Job Title: Product Support Engineer Location: Pune, India Experience: 0 to 1 years Client: Confidential (Healthcare SaaS Platform) Shift Timings: Between 6 PM to 10 PM IST / US Time Zone (10:00 PM to 07:00 AM IST) ## About the Client Our client is a cutting-edge physical therapy software platform designed to streamline clinic operations and enhance patient care. By integrating scheduling, patient engagement, billing, and documentation into a single system, their platform simplifies workflows and improves efficiency. The client's mission is to empower physical therapy clinics to focus on patient care by eliminating administrative burdens through technology-driven solutions. ## Job Overview We are looking for a Product Support Engineer (PSE) to join our growing team on behalf of our client.

This is a customer-facing support role that focuses on troubleshooting, product education, and ensuring a seamless experience for the client's users. ## Key Responsibilities Provide high-quality customer support via email, chat, and other communication channels, responding to inquiries and troubleshooting issues related to the client's products. Identify and resolve technical issues, guiding customers step-by-step while ensuring their questions are answered promptly and thoroughly. Maintain a customer-first approach, demonstrating patience, empathy, and professionalism in every interaction. Document and track customer issues, providing solutions or escalating to the appropriate teams when necessary. Educate customers on product features, best practices, and how to make the most of the software tools to improve their clinic operations. Collaborate with internal teams (e.g., Engineering,



Product Management) to address recurring issues or bugs and enhance the customer experience. Continuously monitor customer feedback and recommend improvements based on your interactions and observations. ## Requirements &

Qualifications Fluent English communication skills (both exceptional verbal and written proficiency) with a clear, concise, and empathetic approach to international customer interactions. 0 to 1 years of experience in a customer service or support role, preferably in a software/SaaS environment. Freshers with strong language skills and technical aptitude are welcome to apply. Based in or willing to relocate to Pune. Problem-solving abilities and the ability to troubleshoot issues efficiently. Ability to multitask and handle multiple support requests simultaneously. Bachelor's degree or equivalent. Availability to work in the specified US time zone (10:00 PM to 07:00 AM IST) / Shift Timings (Between 6 PM to 10 PM IST). ## Preferred Skills Previous experience or knowledge in healthcare software or related fields is a plus. Experience or exposure to technical troubleshooting or working with help desk software and ticketing systems. Familiarity with CRM systems (e.g., Salesforce, Unthread) or support platforms. Attention to detail and the ability to follow up on issues to ensure they are resolved. ## What We Offer Market-competitive salary. Opportunity to work with a fast-growing, mission-driven company. A collaborative, innovative, and supportive work culture. Professional growth opportunity and learning resources.

Pay: ₹400,000.00 - ₹500,000.00 per year

Benefits

- Health insurance
- Provident Fund

Work Location: In person

📌 Product support engineer (Pune)
🏢 QL Infotech
📍 Pune