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Technical Product Support Engineer
3 months ago
Job Title: Technical Product Support Engineer
Company: Talent Nexa Consulting (for a B2B SaaS Product company)
Job Location: Fully Remote (India)
Employment Type: Full-Time
Client: B2B SaaS Product Company (Headquartered in the USA)
Shift Timings:
- 9 PM to 5 AM IST
- 6 PM to 2 AM IST
Key Responsibilities:
- Provide technical support to customers via email, chat, and phone calls.
- Research, diagnose, and troubleshoot issues to identify solutions.
- Perform regular follow-ups with customers, offering updates and action plans.
- Log software defects in a bug tracking system and collaborate with developers to resolve them.
- Serve as a technical interface between customers and internal teams (Development, QA, Product Management).
- Create knowledge base articles and whitepapers for internal/external use.
- Work closely with the product management team to evolve the product based on customer feedback.
Professional Competencies:
- Strong understanding of web applications, HTML, JavaScript, CSS, and JQuery.
- Prior experience supporting enterprise customers.
- Excellent communication, writing, and technical problem-solving skills.
- Ability to analyze logs to diagnose issues and learn new technologies quickly.
- Well-organized, with attention to detail and strong customer handling abilities.
- Proactive and results-oriented, able to work with multiple customers efficiently.
Desired Skills & Experience:
- 2 to 8 years of experience in customer support, especially technical support.
- Bachelors degree in Computer Science or a related field.
- Proficiency in web technologies like HTML, JavaScript, and CSS.
- Strong problem-solving skills and excellent verbal and written communication.
If you have the required skills and experience and can work permanent night shifts, this fully remote role offers an opportunity to support enterprise-level B2B SaaS customers, ensuring a seamless user experience with the product.
