Product Support Engineer - Ticketing System (3-7 yrs)

About the Role :

We are seeking a highly motivated and customer-oriented Product Support Engineer to join our growing team.

You will play a critical role in ensuring customer satisfaction and driving product adoption.

Responsibilities :

- Provide prompt and effective technical support to customers via various channels, including phone, email, and chat.

- Diagnose and troubleshoot customer issues, identifying root causes and implementing effective solutions.

- Reproduce and document customer issues, escalating complex problems to engineering teams as needed.

- Maintain a high level of product knowledge and stay updated on new features, releases, and best practices.

- Contribute to the development and maintenance of internal knowledge base articles and FAQs.

- Proactively identify and address potential customer issues or areas for improvement.

- Collect and analyze customer feedback to inform product development and enhancements.

- Adhere to service level agreements (SLAs) and ensure timely resolution of customer issues.

- Collaborate effectively with other teams, including engineering, sales, and marketing.

Qualifications :

- Bachelor's degree in Computer Science, Information Technology, or a related field (preferred)

- 2 to 7 years of experience in a customer support or technical support role

- Strong understanding of [list relevant technologies, e.g, operating systems (Windows, macOS, Linux), networking protocols (TCP/IP, HTTP), databases (SQL, NoSQL), programming languages (Python, Java, JavaScript), cloud platforms (AWS, Azure, GCP)]

- Excellent written and verbal communication skills

- Strong problem-solving and analytical skills

- Ability to work independently and as part of a team

- Customer-oriented approach with a focus on providing exceptional service

- Experience with [list relevant tools, e.g., ticketing systems (Zendesk, Jira Service Desk), CRM software (Salesforce, HubSpot), remote support tools (TeamViewer, AnyDesk)] (preferred)