Senior Product Support Engineer

Overview

We are looking for a Product Support Specialist to join our team and play a pivotal role in delivering superior customer experience by solving complex problems and reducing customer touch points. This role requires hands-on experience with API integrations, fronted technologies like Javascript, exposure to SDLC, and Revenue Management, all of which are essential to enhancing customer satisfaction and the overall success of our Product offerings.

Responsibilities

• Offer advanced technical product support via various mediums to clients by developing in-depth knowledge of our product offerings.
• Understand the technical setup of the customer and utilize tools like Postman to test and troubleshoot API-related issues.
• Understand the external tools like Salesforce, Netsuite, and Quickbooks that the product integrates with and provide optimal solutions.
• Understand the pain points of the customers and convert them into product capabilities.
• Apply the acquired product knowledge to convert technical know-how into easily understandable knowledge articles that can help with self-serve capabilities.
• Follow a holistic approach to solving the customer problems by providing solutions rather than answers to the customer’s queries,
• Make use of the industry experience to come up with innovative solutions that help increase efficiency.
• Supporting customers 24*7 and working in shifts.

Qualifications/Skills required

• Bachelor's degree in Computer Science or certification in relevant technologies or equivalent practical experience.
• Proven experience working with APIs, frontend technologies like javascript.
• Excellent communication skills.
• 1-5 years of experience working in a customer-facing role for a SaaS product.
• Prior experience working with at least one of the tools like Salesforce, Quickbooks, Xero, E-commerce platforms.
• Proven experience with payment gateways, subscription management tools, and invoicing tools within the Fintech realm
• Excellent problem solving, logical thinking capabilities.
• Flexibility to work in shifts.