Professional Service Engineer

Key Skills:

Roles and Responsibilities:

• Diagnose, triage, and resolve technical issues related to eInvoice integrations, data feeds, and file processing.
• Provide deep troubleshooting support for SSO implementations and authentication errors.
• Manage and prioritize multiple customer support cases through ServiceNow or similar ticketing systems.
• Coordinate with engineering, product, and QA teams to optimize product performance and customer satisfaction.
• Deliver detailed documentation of issues, solutions, and best practices to strengthen the support knowledge base.
• Participate in onboarding sessions, training, and post-deployment technical assistance when required.
• Identify recurring issues and propose proactive fixes or enhancements to reduce support workload.
• Ensure SLA compliance and maintain excellent communication with customers throughout the resolution cycle.

Skills Required:

• Strong understanding of SaaS platforms and API-based integrations.
• Experience supporting data feeds, file formats (XML/JSON/CSV), and transfer protocols.
• Good exposure to authentication and SSO concepts (SAML / OAuth / OpenID Connect).
• Hands-on ability to analyze logs, debug errors, and identify root causes.
• Familiarity with ServiceNow or other ticketing tools.
• Strong verbal and written customer communication skills.

Education:

• Bachelor's Degree in Computer Science, Information Technology, Engineering, or related field (preferred).
• Technical support / integration certifications will be an added advantage.