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Senior Technical Support Executive

Senior Technical Support Executive

FieldAssist

3 - 4 years

5 - 6 Lacs

gurugram

Posted:6 days ago| Platform:

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Skills Required

product quality qa root cause analysis data validation senior technical support executive product testing troubleshooting product support sql technical documentation

Work Mode

Work from Office

Job Type

Full Time

Job Description

We are looking for a Senior Technical Support Executive who can go beyond just ticket handling to provide advanced support, identify product bugs, and work closely with QA and Product teams. This role requires a mix of technical expertise, analytical ability, and communication skills to ensure smooth customer experience and high product quality. You will act as a bridge between customers, product managers, and engineering, contributing not only to resolving issues but also to improving the product through insights and feedback.

Key Responsibilities

Provide exceptional support on Asana/Communication channels, ensuring timely and accurate responses to client queries. Utilize SQL to query databases for troubleshooting, root-cause analysis, and data validation. Review requirements, specifications, and design documents to provide feedback that enhances product quality. Perform basic product testing and validation to ensure functionality, catching severity bugs before escalation. Understand and work with APIs, SQL queries, and Postman for advanced troubleshooting. Collaborate with Product Development and QA teams to understand technical aspects, enabling effective escalation and bug tracking. Document, track, and escalate complex technical issues while maintaining clear client communication. Provide structured feedback to product teams to inform enhancements and product improvements. Build an in-depth understanding of the product to deliver impeccable customer and technical support. Maintain knowledge base articles, FAQs, and technical documentation for recurring issues.

Required Knowledge, Skill and Abilities:

3-4 years of experience in Technical/Product Support or a similar role.
Strong knowledge of SQL, APIs, and Postman for troubleshooting and analysis. Ability to perform basic QA-style product testing to identify bugs and validate fixes. Experience with support/ticketing tools (Freshdesk). Strong analytical skills with interest in data analytics. Excellent communication and documentation skills for internal and external stakeholders. Ability to multitask and work in a fast-paced, cross-functional environment. A problem-solving mindset with attention to detail.

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Senior Technical Support Executive