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Lightmetrics
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Product Support Engineer

Product Support Engineer

Lightmetrics

1 - 5 years

3 - 7 Lacs

bengaluru

Posted:5 days ago| Platform:

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Skills Required

health insurance automation analytical customer support html customer service troubleshooting technical support product support

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job_Description":"

We are seeking a skilled Product Support Engineer to join our support team and assist customers by resolving technical issues through ticket-based support. The ideal candidate will have strong technical skills, problem-solving abilities, excellent communication skills, and a passion for delivering exceptional customer service. You will diagnose, troubleshoot, and resolve software, hardware, and product/process-related issues while ensuring timely and accurate responses to customer inquiries.
Requirements

Qualifications & Skills:

Education & Experience:

- Bachelordegree in computer science, IT, or related field (or equivalent experience).

- 2+ years of experience in technical support, helpdesk, or IT support roles.

- Experience with ticketing systems (e.g., Zendesk, Freshdesk, ServiceNow, Jira Service Desk).

Preferred Skills (Bonus):

- Familiarity with SaaS, cloud platforms (AWS, Azure), or relevant software products.

Soft Skills:

- Strong analytical and problem-solving abilities.

- Excellent written and verbal communication skills.

- Patience and empathy when dealing with frustrated customers.

Note- This requires working in rotational shifts and week offs and coming to office when in the day shift.

Key Responsibilities-

Technical Troubleshooting:

- Diagnose and resolve software, hardware, and network-related problems.

- Hands experience working with REST API troubleshooting API calls, SQL queries

- Basic knowledge of Authentication/Authorization: OAuth, JWT, SSO

- Browser Dev Tools: Network tab analysis, console debugging

- Frontend Basics: HTML/CSS/JavaScript troubleshooting

- Basic Web Security: Understanding CORS, XSS, CSRF, SSL/TLS issues

- Log Analysis: grep, awk, sed, log aggregation tools

- Scripting knowledge (Python, PowerShell, Bash) for automation.

- Session Management: Cookie troubleshooting, local/session storage

- Reproduce and document bugs for the product/engineering teams.

- Guide customers through step-by-step solutions or provide workarounds.

Customer Communication:

Provide clear, concise, and professional responses to customer inquiries.

Maintain high customer satisfaction by ensuring effective follow-ups and updates.

Collaboration:

- Work closely with cross-functional teams (Engineering, QA, Product) to resolve recurring issues.

- Participate in team meetings to discuss trends, challenges, and process improvements.

Ticket Management:

- Monitor, prioritize, and respond to customer support tickets via email, chat, or helpdesk system (e.g., Zendesk, Jira, Freshdesk).

- Ensure timely resolution of technical issues within defined SLAs (Service Level Agreements).

- Escalate complex issues to senior engineers or development teams when necessary.

Documentation & Knowledge Sharing:

- Create and update internal and customer-facing knowledge base articles

- Familiarity with documentation tools such as Confluence, Wiki.js, or FreshDesk or similar

- Document troubleshooting steps, solutions, and best practices.
Benefits
- We are growing fast, which means you will have a key role in shaping our future.

- We are profitable which is a really big deal in these times!

- Energetic and positive atmosphere where talented people are working together with a single-minded focus on solving customer problems.

- Opportunity to work on cutting-edge solutions that incorporate the latest innovations in computer vision, AI, Android, iOS and full stack web development.

- A company where employees come before customers we are growing fast having grown headcount by 50% in the last one year

- 2 dayswork from office (Bangalore), office next to a metro station

- Stock options and great benefits (including health insurance for you and your dependents).

LightMetrics is committed to a congenial work atmosphere that allows people from diverse backgrounds to perform to their highest potential. We are an equal opportunity employer committed to ensuring a workplace with zero tolerance for harassment or discrimination.
","

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Bengaluru Karnataka

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Product Support Engineer