Senior Product Support Engineer

1 day ago

Bangalore, India Acqueon Full time

Role: Senior Product Support Engineer

As a Senior Product Support Engineer at Acqueon, you will serve as a technical expert and trusted advisor, working directly with enterprise customers to ensure successful deployment, smooth operations, and timely resolution of complex issues. You’ll also guide junior team members and contribute to enhancing support processes.

What You’ll Do

  • Lead technical support for omni-channel communication technologies in contact centers.
  • Troubleshoot, analyze, and resolve complex product issues while ensuring minimal customer impact.
  • Collaborate closely with customers, providing consultative guidance during implementation and support.
  • Mentor and support junior engineers to strengthen overall team capability.
  • Drive service excellence and champion best practices in customer engagement.

What We’re Looking For

  • 5 + years of experience in product support, with at least 3 years in a senior or advanced role.
  • Strong problem-solving and analytical skills with a structured approach.
  • Expertise in Windows OS, MS SQL, IIS, and log analysis.
  • Solid knowledge of IP networking, SQL, REST APIs, and Linux.
  • Hands-on experience with cloud platforms (AWS preferred) and tools like Nginx and Redis.
  • Background in contact center technologies such as Cisco UCCE, Amazon Connect, NICE inContact, Twilio, Avaya, or Genesys.
  • Experience with outbound contact center solutions is a plus.

Key Skills: Contact Center Outbound, SQL, AWS, Linux, Nginx, Redis

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