Product Support Engineer

3 weeks ago

Bangalore, India Vikgol Full time

Company Description :

Vikgol provides software development on demand and connects users with top-tier teams of developers, designers, and product managers quickly. The company emphasizes high-quality networks of engineers, product managers, and designers, with streamlined automation for efficient software development.

Job Role :

This is a full-time on-site role for a Product Support Engineer at Vikgol in Bengaluru. The Product Support Engineer will be responsible for providing customer support, technical support, and troubleshooting for products. The role involves daily interaction with customers to address their product-related queries and issues.

Technical Issue Resolution :

- Diagnose and troubleshoot issues across customer and lender journey by reading AWS logs, Troubleshooting on postman and reporting the errors to the tech team.

- Documentation : Create and maintain comprehensive documentation, including troubleshooting guides, FAQs, and knowledge base articles, to assist customers in resolving common issues independently. Ensure documentation is clear, concise, and up-to-date with the latest product releases.

- Customer Experience : Offer exceptional customer support by promptly responding to partner queries. Guide customers through product features, functionalities, and best practices to maximize their usage and satisfaction.

- Collaboration : Collaborate with cross-functional teams such as software development, product management, and customer experience teams to escalate and prioritize technical issues, drive product improvements, and advocate for customer needs and feedback.

- Product Knowledge : Develop a deep understanding of the LAS products, including their features, and integrations. Stay updated on product updates and enhancements to effectively support customers and address their needs.

- Testing and Validation : Assist customers with technical problems to ensure a seamless experience.

Knowledge & Experience :

- Bachelor's degree in BTech/B.E.

- At least 1.5 years experience with SQL, AWS logging and Postman

- Experience with HTML5, CSS3, JavaScript

- Familiarity with AWS tools such as App Runner, Lambda functions, etc., is a plus

- Willingness to adapt to a startup environment.

- Good understanding of general web functions, and standards.

- Proficient understanding of tools such as Github, JIRA, Database viewers (DBeaver, PgAdmin) etc

Location : Bengaluru | Notice Period : Immediate

(ref:hirist.tech)

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