Product Support Engineer

• Act as a global contact for internal and external customers, providing Tier 2 technical support.
• Reproduce and analyze customer issues in web portals, escalating to Tier 3/4 when needed.
• Collaborate with development teams to identify root causes and propose platform improvements.
• Monitor and report on the health of production applications.
• Work closely with the Marketplace Platform team to mature product and service offerings.
• Manage support cases within defined SLAs and quality standards.

Job Requirements

• Bachelor’s degree in Computer Science, Technology, or related field.
• 2+ years of experience in L2/L3 technical support.
• Strong debugging skills using tools, logs, and API interrogation.
• Experience with ticketing systems and managing ticket lifecycles.
• Hands-on experience with APIs, Postman, and scripting in Python.
• Familiarity with SaaS products, e-commerce platforms, and ERP systems.
• Excellent communication and documentation skills, including crafting customer-facing content.
• Ability to work independently, creatively solve problems, and manage customer expectations.
• Willingness to work in rotational shifts.

• We value inclusivity and teamwork.

• Our culture is defined by 7 core values (https://www.softwareone.com/en/our-story/our-values).

• We believe in flexible work arrangements, allowing you to excel from anywhere and deliver excellence everywhere.

• Benefit from incentive programs that recognize and reward outstanding contributions.

• Lifelong learning, training initiatives, mentoring, and coaching are integral to our culture. #HireToGrow

• Humility is at our core, as we continuously optimize our internal structures and feedback culture to be your Employer of Choice, now and in the future.

• Each country has its own benefits and incentives, which can be explained further during direct discussions.

If you are interested in applying for this exciting opportunity, please click the "apply" button and upload your documents. We can't wait to receive your application!

You know someone who could be interested in working with us as well?

https://www.softwareone.com/en/careers/external-referral-program

Company description

SoftwareOne