Product Support Engineer (2-4 yrs)

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.

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.

Documentation and Knowledge Sharing :

- Create and update internal and customer-facing knowledge base articles.

- Familiarity with documentation tools such as Confluence, Wiki.js, FreshDesk, or similar.

- Document troubleshooting steps, solutions, and best practices.

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.

Requirements :

- 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 Qualifications (Bonus): Familiarity with SaaS, cloud platforms (AWS, Azure), or relevant software products.