Product Support Engineer

Key Responsibilities:

• Respond promptly to customer support requests via phone, email, chat, or ticketing systems.
• Troubleshoot and resolve functional and technical software issues by identifying root causes and providing effective solutions.
• Guide users with clear, step-by-step instructions to resolve issues and enhance product usage.
• Assist customers with installation, setup, configuration, and general use of our software products and supported third-party solutions.
• Monitor application performance and report bugs or recurring issues to relevant internal teams.
• Escalate unresolved or complex issues to departments such as Development, QA, or Product Management.
• Maintain thorough documentation of issue resolutions, procedures, and known issues for internal and customer use.
• Collaborate with cross-functional teams to improve product support and customer satisfaction.
• Conduct user training sessions or walkthroughs to support smooth adoption and usage of software.

Requirements:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Strong understanding of software applications, user environments, and troubleshooting best practices.
• Hands-on experience with help desk platforms, ticketing systems, and remote support tools.
• Excellent analytical and problem-solving abilities with a customer-friendly approach to communication.
• Strong written and verbal communication skills.
• Ability to prioritize, multitask, and manage time efficiently in a fast-paced, customer-facing environment.
• A proactive attitude with a customer-first mindset and excellent interpersonal skills.

Job Types: Full-time, Permanent

Work Location: In person