Product Support Engineer

Job Description

About:

Intervue.io is revolutionising the technical hiring landscape by providing an all-in-one platform that streamlines the interview process. Our mission is to empower companies to hire better and faster through standardized, scalable, and efficient technical interviews.

With a growing presence in the India, US, and MENA regions, and a dynamic team based in HSR Layout, Bangalore, we&aposre poised for our next phase of growth. As a seed-stage startup that has grown 4X year-over-year, we&aposre looking for ambitious talent to join our journey.

As a Technical Consultant, 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:

- Interview Analysis & Reporting: Prepare comprehensive reports with detailed analysis to support client decision-making.
- Requirement Alignment: Assess clients&apos technical needs and assist in calibrating hiring roles to align with business goals.
- Data Analytics: Analyze daily data to identify patterns and provide customized solutions to accelerate the hiring process; present key performance metrics to clients.
- Technical Support: Provide timely and effective technical assistance to clients, including diagnosing and resolving complex technical issues.
- Process Optimization: Design, automate, and optimize workflows by building prompts, conducting accuracy assessments, debugging/modifying workflows, and ensuring overall performance and precision.
- Feedback & Mentoring: Conduct periodic feedback sessions and performance reviews for clients; mentor internal teams and clients to enhance product knowledge and promote best practices.
- Client Interaction: Participate in calibration and escalation calls to understand technical challenges, provide clear solutions, and build strong relationships with stakeholders, including senior executives such as CTOs.
- Escalation Management: Address client escalations and perform root cause analysis to ensure timely and effective resolution.
- Documentation: Create and maintain comprehensive technical documentation to help clients and internal teams resolve common issues independently.
- Cross-Functional Collaboration: Work with Sales, CSM, Product, Engineering, QA, and Development teams to drive client acquisitions and renewals, share insights, and recommend new feature solutions based on customer feedback and support trends.
- Continuous Improvement: Proactively identify opportunities to streamline support processes, improve product reliability, and enhance overall customer experience; contribute feedback to drive product innovation.

Key Requirements:

- Bachelors degree in Computer Science, Information Technology, or a related field.
- 13 years of prior software development experience with hands-on programming knowledge.
- Proven working experience in technical support or customer-facing roles, including stakeholder management and escalation handling.
- Strong knowledge of Excel, data analytics, and proficiency in analysing data on Power BI or similar dashboards.
- Expertise in Prompt Engineering (context framing, chain-of-thought prompting, systematic testing, and debugging to ensure accuracy).
- Excellent problem-solving and analytical abilities with innovative thinking.
- Exceptional written and verbal communication skills; ability to explain technical concepts to both technical and non-technical stakeholders.
- Ability to work independently and collaboratively in a fast-paced environment with a strong commitment to customer satisfaction and quality excellence.
- Prior experience as a consultant or technical support engineer is a plus.