Product Support Engineer
2 weeks ago
About:
Intervue is on a mission to streamline the entire interviewing process from screening to selecting a candidate. We are a small, agile team on a rapid growth trajectory. If you want a fast-paced environment with a diverse set of highly talented individuals working towards a shared goal, Intervue is the place to be. Intervue builds SaaS products that help companies like Groww, Cred, Swiggy Twitter, etc build their engineering teams
As a Product Support Engineer, you will be an integral part of our operations team. Your role will involve diagnosing and resolving technical issues, providing guidance to clients, and collaborating closely with our Operations team to enhance product performance and reliability.
Experience- 3-6 Years
Key Responsibilities:
- Technical Support: Provide timely and effective technical assistance to customers.
- Customer Interaction: Interact directly with clients by going on Calibration/escalation calls to understand their technical challenges and provide clear, concise solutions. Build strong relationships with them.
- Documentation: Create and maintain comprehensive technical documentation to assist clients/stakeholders and internal stakeholders in resolving common issues independently.
- Collaboration: Collaborate with cross-functional teams, including development, quality assurance, and product management, to identify and prioritize product enhancements and feature requests based on customer feedback and support trends.
- Mentoring: mentoring team for clients to enhance product knowledge and promote best practices for product.
- Continuous Improvement: Proactively identify opportunities to streamline support processes, improve product reliability, and enhance the overall customer experience. Provide feedback and insights to help drive product improvements and innovation.
Requirements:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Proven experience in technical support or customer-facing roles of atleast 3 years.
- great stakeholder interaction skills of at least 3 years.
- Must have prior work experience as a software engineer (with hands-on programming knowledge)
- Strong analytical and problem-solving skills, with the ability to quickly diagnose and resolve complex technical issues.
- Excellent communication skills, both written and verbal, with the ability to convey technical concepts clearly and effectively to customers of varying technical backgrounds.
- Ability to work independently and collaboratively in a fast-paced, dynamic environment, with a strong commitment to customer satisfaction and quality excellence.
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