Product Support Engineer - Ticketing System

About the Role : We are seeking a highly motivated and customer-oriented Product Support Engineer to join our growing team. You will play a critical role in ensuring customer satisfaction and driving product adoption. Responsibilities : - Provide prompt and effective technical support to customers via various channels, including phone, email, and chat. - Diagnose and troubleshoot customer issues, identifying root causes and implementing effective solutions. - Reproduce and document customer issues, escalating complex problems to engineering teams as needed. - Maintain a high level of product knowledge and stay updated on new features, releases, and best practices. - Contribute to the development and maintenance of internal knowledge base articles and FAQs. - Proactively identify and address potential customer issues or areas for improvement. - Collect and analyze customer feedback to inform product development and enhancements. - Adhere to service level agreements (SLAs) and ensure timely resolution of customer issues. - Collaborate effectively with other teams, including engineering, sales, and marketing. Qualifications : - Bachelor's degree in Computer Science, Information Technology, or a related field (preferred) - 2 to 7 years of experience in a customer support or technical support role - Strong understanding of [list relevant technologies, e.g, operating systems (Windows, macOS, Linux), networking protocols (TCP/IP, HTTP), databases (SQL, NoSQL), programming languages (Python, Java, JavaScript), cloud platforms (AWS, Azure, GCP)] - Excellent written and verbal communication skills - Strong problem-solving and analytical skills - Ability to work independently and as part of a team - Customer-oriented approach with a focus on providing exceptional service - Experience with [list relevant tools, e., ticketing systems (Zendesk, Jira Service Desk), CRM software (Salesforce, HubSpot), remote support tools (TeamViewer, AnyDesk)] (preferred) (ref:hirist.tech)

Location: in, IN

Posted Date: 5/1/2025