Product Support Engineer

6 days ago

Bengaluru, Karnataka, India Superfone Full time ₹ 9,00,000 - ₹ 12,00,000 per year

As a VoIP Support Engineer, you will be the primary point of contact for our customers, providing exceptional technical support and troubleshooting complex issues. You will play a crucial role in ensuring customer satisfaction and driving product improvement.

Responsibilities

  • Handle customer inquiries and resolve issues promptly and effectively.
  • Troubleshoot technical problems and identify root causes.
  • Escalate unresolved issues to the appropriate internal teams.
  • Create and maintain comprehensive knowledge-based articles to document solutions and best practices.
  • Master the use of our helpdesk software and other relevant tools.
  • Collaborate with internal stakeholders to identify product enhancements and improvements.

Requirements

  • Bachelor's degree in Computer Science, Engineering, or a related field.
  • Minimum 1 year of experience in a technical role, preferably a support role.

Experience In At Least One Of The Following Areas

  • Familiarity with a scripting language and/or programming language (Python, Bash, etc. )
  • Familiarity with Linux troubleshooting skills (logs, processes, permissions, services).
  • Understanding of networking protocols (TCP/UDP/IP, HTTP).

Nice To Have

  • VoIP Protocols(SIP/ RTP).
  • Platforms like Asterisk/ Kamailio.
  • SQL & REST APIs.
  • Monitoring tools (Wireshark, Grafana, etc. )
  • Excellent written and verbal communication skills, with a focus on active listening and problem-solving.
  • Passion for customer support and a commitment to delivering exceptional service.
  • Ability to collaborate effectively with cross-functional teams.

This job was posted by Prathyusha Damaraju from Superfone.

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