Product Support Engineer

4 weeks ago

Bharatpur, India BrightEdge Full time

Product Support Engineer Location: India (Remote) Working Hours: 6:00 PM – 3:00 AM IST (US ET Shift) About BrightEdge BrightEdge 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 Overview We 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 Do Own and resolve customer issues through analysis, troubleshooting, and collaboration Manage 15–20 support tickets in parallel and 180–200 per month Conduct 4–6 customer calls daily and provide timely updates Troubleshoot web development and integration issues Escalate high-impact cases and drive closure with urgency Maintain process discipline, documentation, and service responsiveness What We’re Looking For 2+ years experience in SaaS Customer Support or Web Development Strong verbal and written English communication skills Hands-on experience with at least one programming language (e.g. JavaScript, Python, PHP, Java, C++) Knowledge of SQL or CMS tools preferred Experience working directly with customers on technical issues Positive, high-energy, and adaptable mindset — comfortable in a fast-paced startup environment Why BrightEdge Work with top global brands and cutting-edge AI-powered technology Be part of the founding India team with strong career growth opportunities Join a profitable, high-growth global SaaS leader with great culture and leadership Hybrid flexibility and performance-driven rewards

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