Product Support Engineer Jobs

Product Support Engineer

Job Summary:

Product Support team plays key role of our operations to support applications used by both internal and external users. Members of this team are required to troubleshoot and analyze issues reported by users and assist in the resolution and escalation of issues.

The successful candidate would be responsible for ensuring the success of our customers by effectively providing dependable and timely resolution to all product-related technical issues. The candidate is expected to be self-motivated, proactive, results-oriented, and able to provide a high level of customer satisfaction through the delivery of world-class technical support services. Engineers may interface with technical implementation teams which include Product Engineering, Infrastructure team, and Product Management group to work through complex software functional issues and product defects.

Key Responsibilities:

• Acknowledging and resolving customer issues with effective time management.
• Communicating and coordinating with internal teams as necessary.
• Support configuration, upgrades, installations, and maintenance operations as needed.
• Keeping records of customer interactions, transactions, comments, and complaints.
• Providing feedback on the efficiency of the customer service process.
• Know our product offerings and become a Solution expert, so that you can answer customer questions.
• Taking accountability of customer issues reported and seeing problems through to resolution.
• Ensure customer satisfaction and provide professional customer support.
• Document common issues in the form of knowledge base tech notes.
• Work as part of our extended support team during escalations or high-volume intervals in a startup atmosphere.
• Act as a product evangelist to build awareness and understanding.
• Communicating with customers to share updates through email, phone, and chat support.
• Function as the technical subject matter expert to one or more products.

Requirements:

• Ability to diagnose and troubleshoot systems/applications developed in NoSQL, python scripting is plus.
• Experience in troubleshooting Docker, Kubernetes in Azure cloud is plus.
• Have an excellent command of verbal and written skills in the English language.
• Have a can-do positive attitude to problem-solving.
• Excellent problem-solving and Proven work experience on Customer Service.
• Strong analytical and troubleshooting skills.
• MS/BS degree in Computer Science, Engineering or equivalent preferred.
• Ability to provide step-by-step technical help, both written and verbal.
• Prior experience with Cosmos DB is highly desired.
• Be a self-starter with a passion to learn new products to ensure customer satisfaction.
• Ability to diagnose and troubleshoot systems/applications developed in Java/scripting, C#, T-SQL languages is required.
• Ability to work under minimal supervision, adhere to deadlines and effectively collaborate in a team environment.
• Ability to troubleshoot jobs, stored procedures, functions in MS SQL Server is required.
• Experience in troubleshooting iOS & Android mobile apps is highly desired.
• Experience with Azure Application Insight is highly desired.
• 3-5 years of Product Support Engineer Experience
• Familiar working with and troubleshooting Webservices, IIS, JSON, and REST APIs.
• Ability to manage multiple cases at one time.
• Ability to think and act strategically.
• Experience troubleshooting applications on cloud platforms, preferably Azure is highly desired.
• Be willing to flexible working hours to address customer and project needs.
• Skilled at working effectively with cross functional teams in a matrix organization.