Product Support Engineer BrightEdge | Technical Support | 1–3 Years Experience | EST Shifts
- 4:30 PM to 1:30 AM IST BrightEdge |

Experience:
2–5 Years About BrightEdge BrightEdge is a global leader in enterprise SEO and content performance technology, helping some of the world's largest brands improve their digital presence, increase organic search visibility, and drive measurable business outcomes. Our AI-powered platform enables enterprise marketing teams to optimize digital content and stay ahead of the evolving search landscape. Role Overview We are looking for a technically solid and customer-oriented Product Support Engineer to join our global support team. In this role, you will provide technical assistance to enterprise customers using the BrightEdge platform. You will troubleshoot application issues, investigate data discrepancies, resolve API and integration challenges, and work closely with Engineering, Product, and Customer Success teams to ensure timely resolution of technical problems. The ideal candidate will have hands-on experience supporting SaaS applications, writing SQL queries, testing REST APIs using Postman, and analyzing application logs to identify root causes.

Key Responsibilities
• Provide technical support to enterprise customers through ticketing systems, email, and other support channels.
• Investigate and resolve application-related issues involving platform functionality, reporting, dashboards, data processing, and user access.
• Write SQL queries to validate data, investigate discrepancies, and troubleshoot database-related issues.




• Test and troubleshoot REST APIs using Postman or similar tools.
• Analyze application logs, error messages, and system responses to identify root causes.
• Troubleshoot integration failures, authentication issues, API errors, and connectivity problems.
• Use browser Developer Tools and network inspection techniques to investigate web application issues.
• Manage customer cases end-to-end, ensuring SLA adherence, timely communication, and proper documentation.
• Escalate complex technical issues to Engineering and Development teams with detailed reproduction steps and supporting evidence.
• Maintain technical documentation, troubleshooting guides, and knowledge base articles.
• Collaborate with Product, Engineering, and Customer Success teams to improve product quality and customer experience. Required Qualifications
• 2–5 years of experience in Technical Support, Product Support, Application Support, Software Support, or a similar technical role.
• Hands-on experience troubleshooting enterprise SaaS applications or web-based software products.
• Working knowledge of REST APIs, HTTP methods, status codes, and API request/response structures.




• Practical experience using Postman or similar tools for API testing and debugging.
• Ability to write basic to intermediate SQL queries, including SELECT, JOIN, WHERE, and GROUP BY.
• Experience analyzing application logs, error messages, and technical issues.
• Familiarity with ticketing platforms such as Salesforce, Jira, Zendesk, ServiceNow, or similar.
• Understanding of HTTP/HTTPS, browser Developer Tools, and basic networking concepts.
• Strong analytical, troubleshooting, and problem-solving abilities.
• Excellent written and verbal communication skills with a customer-first mindset. Preferred Qualifications
• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline.
• Familiarity with relational databases such as MySQL, PostgreSQL, SQL Server, or Oracle.
• Understanding of authentication concepts including SSO, OAuth, SAML, and RBAC.
• Exposure to JSON, XML, SOAP APIs, and integration troubleshooting.
• Basic understanding of cloud environments, DNS, SSL/TLS, firewalls, and proxies.
• Familiarity with Power BI or similar reporting tools, including dashboards, filters, and data refresh processes.
• Exposure to AI-assisted troubleshooting and technical documentation tools. What We Look For A proactive problem solver who takes ownership of customer issues, approaches troubleshooting systematically, communicates technical findings clearly, and enjoys learning new technologies. The ability to work independently and collaborate effectively with global cross-functional teams is essential.

📌 Customer Support Analyst (Hyderabad)
🏢 BrightEdge
📍 Hyderabad