product Support Engineer

We are seeking a skilled Product Support Engineer to join our support team and assist customers by resolving technical issues through ticket-based support. The ideal candidate will have strong technical skills, problem-solving abilities, excellent communication skills, and a passion for delivering exceptional customer service. You will diagnose, troubleshoot, and resolve software, hardware, and product/process-related issues while ensuring timely and accurate responses to customer inquiries.

Requirements

Qualifications & Skills

Education & Experience

• Bachelor’s degree in computer science, IT, or related field (or equivalent experience).
• 2+ years of experience in technical support, helpdesk, or IT support roles.
• Experience with ticketing systems (e.g., Zendesk, Freshdesk, ServiceNow, Jira Service Desk).

Preferred Skills (Bonus)

• Familiarity with SaaS, cloud platforms (AWS, Azure), or relevant software products.

Soft Skills

• Strong analytical and problem-solving abilities.
• Excellent written and verbal communication skills.
• Patience and empathy when dealing with frustrated customers.

Note- This requires working in rotational shifts and week-offs and coming to the office when on the day shift.

Key Responsibilities-

Technical Troubleshooting

• Diagnose and resolve software, hardware, and network-related problems.
• Hands-on experience working with REST API, troubleshooting API calls, and SQL queries
• Basic knowledge of Authentication/Authorization: OAuth, JWT, SSO. Browser Dev Tools: Network tab analysis, console debugging
• Frontend Basics: HTML/CSS/JavaScript troubleshooting
• Basic Web Security: Understanding CORS, XSS, CSRF, SSL/TLS issues
• Log Analysis: grep, awk, sed, log aggregation tools
• Scripting knowledge (Python, PowerShell, Bash) for automation.
• Session Management: Cookie troubleshooting, local/session storage
• Reproduce and document bugs for the product/engineering teams.
• Guide customers through step-by-step solutions or provide workarounds.

Customer Communication

• Provide clear, concise, and professional responses to customer inquiries.
• Maintain high customer satisfaction by ensuring effective follow-ups and updates.

Collaboration

• Work closely with cross-functional teams (Engineering, QA, Product) to resolve recurring issues.
• Participate in team meetings to discuss trends, challenges, and process improvements.

Ticket Management

• Monitor, prioritize, and respond to customer support tickets via email, chat, or helpdesk system (e.g., Zendesk, Jira, Freshdesk).
• Ensure timely resolution of technical issues within defined SLAs (Service Level Agreements). • Escalate complex issues to senior engineers or development teams when necessary.

Documentation & Knowledge Sharing

• Create and update internal and customer-facing knowledge base articles
• Familiarity with documentation tools such as Confluence, Wiki.js, or FreshDesk, or similar
• Document troubleshooting steps, solutions, and best practices.

Benefits

• Health insurance coverage for self, spouse, and kids.
• Long-term benefit plan with employer matching contributions.
• Opportunities for professional development and advancement within the organization.