Associate Product Support Engineer

About OvalEdge

OvalEdge is a modern Data Governance and Intelligence company helping enterprises build a strong foundation for Governance and responsible AI. As AI adoption accelerates across industries, our platform ensures organizations can trust their data—governing it for quality, privacy, access, and compliance, and thereby helping organizations make smarter, faster, and safer decisions.

With offices in the US and India, and a fast-growing global footprint, we’re on a mission to democratize data governance and make it actionable for every team. If you're excited about building intelligent products that drive real business impact, OvalEdge is the place to grow your product career.

Main purpose of the Job:

This role focuses on responding to customer queries, troubleshooting basic product issues, and ensuring customers have a smooth experience with the platform. The role involves leveraging technical expertise to diagnose, troubleshoot, and resolve customer challenges while collaborating with cross-functional teams to enhance the overall customer experience.

Job Golas:

Technical Issue Resolution:

Customer Satisfaction:

Knowledge Sharing:

Collaboration:

Continuous Improvement:

Skill Development:

Support Metrics:

Job Specification:

Educational Qualifications: B.Tech, B.C.A, B.SC, M.C.A, M.Tech

Required Experience: 0-2 Years

Required Competence:

Basic Technical Troubleshooting

● Ability to identify, diagnose, and resolve common technical issues reported by customers.

● Familiarity with logs, error messages, and system behavior to troubleshoot effectively.

● Capability to replicate and analyze reported issues to determine root causes.

Product Knowledge

● Developing a foundational understanding of the product’s features, architecture, and functionality.

● Providing guidance to customers on product usage and best practices.

● Identifying potential misconfigurations or user errors and offering corrective advice.

Documentation Development:

● Creating and updating basic technical documentation, FAQs, and user guides.

● Maintaining records of resolved issues to enhance the knowledge base.

● Logging common customer inquiries and solutions for internal reference.

Systems and Tools Proficiency:

● Using ticketing and customer relationship management (CRM) systems to manage cases (e.g., Jira, Hubspot).

● Familiarity with diagnostic tools and platforms for basic troubleshooting tasks.

● Basic understanding of command-line tools or interfaces for issue replication and debugging.

Data Handling and Analysis:

● Understanding data structures and performing basic data extraction or validation.

● Using SQL or other tools for querying data to verify issues or troubleshoot discrepancies.

● Assisting in maintaining data accuracy and integrity across systems.

Escalation Management:

● Knowing when and how to escalate complex issues to senior engineers or specialized teams.

● Providing detailed information and replication steps during escalation for seamless handoff.

● Maintaining communication with customers throughout the escalation process.

Service-Level Agreement (SLA) Adherence:

● Ensuring timely resolution of tickets within defined SLA guidelines.

● Tracking and meeting performance metrics like first-response rate and resolution time.

Customer Focus:

● Maintaining a customer-first attitude and ensuring positive experiences in every interaction.

● Empathy for customer challenges and a commitment to resolving issues promptly.

● Ensuring clear, friendly, and professional communication throughout the support process.

Collaboration and Teamwork

● Coordinating with peers, senior engineers, and other teams to resolve issues.

● Sharing knowledge and insights with the team to improve collective performance.

● Supporting teammates in meeting shared goals, such as improving customer satisfaction.

Communication Skills

● Explaining technical issues in simple, clear terms for customers with varying technical expertise.

● Writing detailed and professional responses to customer inquiries and issues.

● Actively listening to customers to fully understand their concerns and needs.

Problem-Solving and Critical Thinking

● Analyzing customer issues to identify patterns or trends for proactive resolution.

● Breaking down complex problems into actionable steps for resolution.

● Balancing short-term fixes with long-term solutions to recurring challenges.

Attention to Detail

● Ensuring accuracy in troubleshooting, documentation, and customer communication.

● Verifying that solutions provided fully address customer issues without introducing new problems.

● Carefully testing potential solutions before implementing them for customers.

Professionalism

● Consistently presents themselves appropriately and demonstrates a professional attitude.

● Follows workplace norms and etiquette; responds respectfully and responsibly to colleagues and clients.

● Communicates clearly and respectfully, tailoring tone and language to the audience.

● Takes ownership of tasks, accepts responsibility for mistakes, and seeks solutions independently.

● Adapts to feedback and adjusts behavior to align with professional standards.