Product Support Engineer

Job Description

Key Responsibilities: Customer Support: Respond to customer inquiries via email, phone, or support ticket systems. Diagnose and resolve issues. Guide users through troubleshooting steps and product setup. Technical Analysis: Reproduce customer-reported issues and work on solutions. Collaborate with engineering teams to escalate complex issues. Analyze logs, scripts, and data to find root causes. Product Knowledge: Maintain a deep understanding of the product, including features, integration points, and updates. Stay up to date with new releases and known issues. Educate fellow team members and newly joined employees regarding companys products Documentation: Create and update user manuals, FAQs, knowledge base articles, and technical documentation. Document known issues and solutions for internal and external use. Customer Success: Assist with onboarding and training new customers. Proactively monitor support trends to reduce future issues. Required Skills & Qualifications: Bachelor's degree in Engineering or a related field. 25+ years of experience in technical support, product support, or a related role. Strong troubleshooting and problem-solving abilities. Proficient in technical tools (e.g., ticketing systems, log analysis).