Product Support Engineer

3 weeks ago


Bangalore, India TalentXo Full time

Job Description :

- We are looking for a highly motivated Product Support Engineer with 3-5 years of experience in technical support, preferably in a customer-facing role.

- The ideal candidate should have a strong background in troubleshooting technical issues, excellent communication skills, and proficiency in at least one scripting language, programming language, or SQL.

- This role requires working closely with customers to resolve issues efficiently and effectively.

- Candidates with a Bachelor's degree in Engineering (BE/BTech) or Computer Applications (MCA) and experience in product companies will be preferred.

- Immediate joiners are preferred, with a maximum notice period of 30 days.

Responsibilities :

- Provide technical support to customers via email, phone, or chat, resolving issues related to product usage, installation, configuration, and troubleshooting.

- Diagnose and troubleshoot technical issues reported by customers, escalating complex issues to the appropriate teams if necessary.

- Document and track customer issues and resolutions using ticketing systems, ensuring timely and accurate communication with customers.

- Collaborate with cross-functional teams, including development, product management, and quality assurance, to identify and resolve customer issues and improve product quality.

- Develop and maintain knowledge base articles, FAQs, and other support documentation to help customers self-serve and improve support efficiency.

- Provide feedback to the product development team on common customer issues, feature requests, and usability improvements.

- Stay updated on product features, enhancements, and industry trends to provide effective support and guidance to customers.

- Ensure customer satisfaction by delivering high-quality and timely support services.

Mandatory Requirements :

- Experience as a Technical Support Engineer : 3-5 years of experience in a technical support role, preferably in a customer-facing environment.

- Knowledge of Scripting/Programming Language/SQL : Good understanding and hands-on experience in at least one scripting language (e. g. , Python, PowerShell), programming language (e. g., Java, C++), or SQL for data analysis and troubleshooting.

- Education : Bachelor's degree in Engineering (BE/BTech) or Computer Applications (MCA).

- Target Company : Experience working in a product company is mandatory.

Preferred Qualifications :

- Excellent Communication Skills : Strong verbal and written communication skills, with the ability to effectively communicate technical information to customers.

- Problem-Solving Skills : Strong analytical and problem-solving skills, with the ability to quickly identify and resolve technical issues.

- Customer Focus : Customer-centric mindset with a passion for delivering exceptional customer support and ensuring customer satisfaction.

- Team Collaboration : Ability to work collaboratively with cross-functional teams and contribute to team goals and objectives.

- Immediate Joiners : Immediate joiners are preferred, with a maximum notice period of 30 days.

(ref:hirist.tech)

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