Product Support Engineer

1 day ago

Madurai, India BrightEdge Full time

Product Support Engineer📍 Location: India (Remote) 🕒 Working Hours: 6:00 PM – 3:00 AM IST (US ET Shift)About BrightEdgeBrightEdge is the global leader in Enterprise SEO and Digital Marketing performance platforms. Our AI-driven technology helps the world’s biggest brands—like Microsoft, Adobe, Marriott, and Nike—turn organic search into measurable business impact.As we expand in India, we’re building a world-class Customer Success and Support team to deliver best-in-class experiences for our customers.Role OverviewWe are looking for a Product Support Engineer who can troubleshoot and resolve technical issues, collaborate cross-functionally, and deliver an exceptional customer experience.You’ll be supporting enterprise clients on the BrightEdge platform—working with digital marketers, developers, and IT teams across the globe.What You’ll DoOwn and resolve customer issues through analysis, troubleshooting, and collaborationManage 15–20 support tickets in parallel and 180–200 per monthConduct 4–6 customer calls daily and provide timely updatesTroubleshoot web development and integration issuesEscalate high-impact cases and drive closure with urgencyMaintain process discipline, documentation, and service responsivenessWhat We’re Looking For2+ years experience in SaaS Customer Support or Web DevelopmentStrong verbal and written English communication skillsHands-on experience with at least one programming language (e.g. JavaScript, Python, PHP, Java, C++)Knowledge of SQL or CMS tools preferredExperience working directly with customers on technical issuesPositive, high-energy, and adaptable mindset — comfortable in a fast-paced startup environmentWhy BrightEdgeWork with top global brands and cutting-edge AI-powered technologyBe part of the founding India team with strong career growth opportunitiesJoin a profitable, high-growth global SaaS leader with great culture and leadershipHybrid flexibility and performance-driven rewards

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