Product support engineer

2 weeks ago

Pune, India Provakil Full time

Product Support Engineer   Job Title: Product Support Engineer Location: Baner, Pune Job Summary: We are seeking a dedicated Product Support Engineer to join our team.

In this role, you will be responsible for ensuring the smooth operation of our products, assisting users by troubleshooting and resolving technical issues, and providing exceptional customer support.

You will work closely with various teams to improve the product’s reliability and user experience.

Key Responsibilities: · Provide first-level support for product issues via email, phone, or ticketing systems.

· Troubleshoot and resolve user-reported issues in a timely and professional manner.

· Analyze, diagnose, and escalate complex technical issues to the relevant internal teams (e.g., development, infrastructure).

· Monitor performance and system health, addressing any alerts or abnormalities.

· Collaborate with product and engineering teams to communicate user feedback and suggest improvements.

· Develop and maintain product knowledge, staying updated with new features and functionalities.

· Document and maintain support procedures, FAQs, and issue resolutions in a knowledge base.

· Assist in onboarding and training new users on the product.

· Participate in product testing and provide feedback to ensure quality and stability.

· Ensure compliance with SLAs (Service Level Agreements) for response times and resolutions.

Requirements: · Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience).

· 2+ years of experience in product or support.

· Strong problem-solving skills with the ability to troubleshoot technical issues.

· Experience with ticketing systems (e.g., JIRA, Zendesk) and monitoring tools.

· Familiarity with SQL, databases, and basic scripting for troubleshooting purposes.

· Knowledge of APIs and integration troubleshooting.

· Excellent verbal and written communication skills.

· Ability to work independently and in a team environment.

· Strong customer service orientation.

Company Provakil is a new-age legal operations management suite for enterprises.

Provakil provides an integrated Saa S platform for legal teams to manage all aspects of legal operations including litigation, contracts, compliances, and intellectual property with customized workflows and analytics.

We provide automatic data updates from 8000+ courts, trademark and patent registries, and other sources of public legal data.

The platform is equipped with advanced ML/AI capabilities for intelligent document review, IP watch & search, case law research, and other use cases.

Provakil is trusted by over 100 companies and 50 law firms to manage different aspects of their legal operations.

Why join us? Fast Growing We are a fast-growing organization with a 300% Y-o-Y growth in customers and revenue.

We believe in setting the expectations really high and stretching ourselves to deliver on it Scale If you like to solve problems of scale, the legal industry has tremendous volumes of data to work with.

We are building a unique data-driven solution to simplify legal operations for large enterprises.

Our systems currently process over 12.5k transactions every minute, a metric that will multiply as we scale to new geographies.

Team We are a team with a strong background and believe in working hard to build a reputation.

The founding team consists of engineers from IIT and a lawyer with a practice in the Supreme Court.

Our App store rating is 4.6 and our customers can’t stop talking about us Awards & Recognitions: World Justice Challenge Finalist at The Hague, The Netherlands, 2019‘Legal Tech Startup of the Year’ at BW Legal awards 2 K19 Industry Prize, Agami Prize in 2018 Selected among Top 3 companies at Westerwelle Foundation YFP Program 2020

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