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Product support engineer

2 months ago

Bengaluru, India Signzy Full time
Location: Bangalore/Delhi
About Signzy
Signzy is a digital trust system. We provide identification, background checks, forgery detection and contract management systems which enable contracting in a trustable, safe, legal, and convenient manner. Our biometric user authentication system and blockchain-based digital trail ensure non-repudiation. This increases compliance and enforceability in the court of law. We consist of a tech-savvy team and are backed by investors who are enthusiastic about creating solutions with technology. At Signzy, we breathe software and exploit the latest technologies to create the most amazing products.
Roles and Responsibilities
● Become an expert in Signzy’s products
● Work closely with Support, Product, and Engineering teams to improve the support system
● Be the first point of contact for Signzy clients and partners, troubleshoot issues, or escalate them internally
● Research, debug and solve clients issues
● Analyze the logs for reported issues and escalate to the next level teams with a clear description of the issue.
● Effectively communicate to the client the solutions given by the Product and Engineering teams for the reported issues.
● Play a significant role in the growth and development of our customer support competency
● Handles client queries via emails and track them till closure.
What you will need
● Fluent English (verbal and written)
● Ability to self-manage time and prioritize tasks accordingly
● Ability to work effectively in a fast-paced, innovative environment demonstrating high energy, a sense of urgency, and decisiveness
● Should be a Customer-centric
● Customer success in SAAS companies is a priority
● Strong understanding of Product
● Basic understanding/working knowledge in Linux environment (RHEL is recommended)
● Logging issues in JIRA, Response to customer complaints, Conveying complaints to the Developers
● Basic knowledge of Technologies
● Product-based preferred but not mandatory
● Responsible, independent
● Team player with solid communication and presentation skills
● Basic understanding of SAAS product development and its technology stacks (e.x. Rabbit MQ, Mongo DB, etc) will be an added advantage
Desired Skills
● At least one or two years of experience as Technical Support.
● Team player with solid communication and presentation skills
● Good to have a working knowledge of Implementation experience with any of the business
applications