Production Support Engineer

Location

Bangalore | India

Job description

Role: Product Support Engineer

Experience: 2- 4 years

Shift Timings: 6pm to 3am

Role and Responsibilities:

• Collaborate with our customers to transform their business problems into customizations within our product.
• Communicate with internal team members and key stakeholders, applying technical leadership and expertise to ensure customer needs are met.
• Act as a product expert (technical and functional) for SaaS product and services both internally and externally
• Provide quality and timely support to customers per the severity of the issue and the contractual Service Level Agreement (SLA)
• Work with enterprise, partners, and Embedded customers to anticipate, identify and respond to issues they experience with solutions, and address customers' technical concerns and requests.
• Monitor all cases in our ticketing system and ensure timely resolution and closure of these cases.
• Respond to and resolve alerts received from our monitoring tool in a timely manner.
• Create knowledge-based articles and documentation to support other support team members and customers.
• Coordinate Customer Service functions to diagnose, troubleshoot and solve our clients technical issues in a timely and professional manner.
• Work with our Professional Services, Customer Success, Development and Product Management teams to help communicate customer needs and urgency.
• Be part of our on-call rotation and be available to work evening, weekend, and holiday shifts when needed.

What you'll bring to the table…

• Experience in a technical, customer facing support role is a plus.
• Post-secondary education in a related field, or equivalent.
• Familiarity of data analytics, with the ability to architect client solutions.
• Strong analytical and problem-solving skills, ability to think about complex problems and come up with creative solutions for online-based applications.
• Experience gathering and writing requirements from customers.
• Experience supporting/troubleshooting browser-based software solutions.
• Excellent interpersonal and communication skills with polished telephone etiquette, and ability to comfortably present and explain complex concepts via phone and webinars.
• Experience maintaining accurate customer interaction documentation and quality case management records.
• Efficient time management skills; ability to work under pressure and remain calm and organized.
• Ability to anticipate and predict potential cascading effects of changes made within customer environments.
• Proven track record of working remotely with the ability to be a collaborative team player that builds positive relationships with other team members.
• Hands-on experience using Issue Tracking/Management systems like ServiceNow and JIRA.
• Adaptable to new processes, methods and tools.

Job tags

Salary