Product Support Engineer 2

We are looking for professionals who take ownership of customer issues, develop product expertise, investigate problems, and deliver outstanding customer experiences across multiple support channels.

The candidate will have responsibilities across the following functions:

Customer Engagement and Multi-Channel Support:

• Handle customer inquiries through phone, email, customer portal, chat, and virtual meetings.
• Provide professional and responsive support to customers across the globe.
• Communicate effectively with technical and non-technical stakeholders.
• Maintain proactive customer updates and follow-through until resolution.

Product Support Responsibilities:

• Perform initial triage, investigation, troubleshooting, and issue reproduction.
• Assist customers with workflows, configurations, reporting, and product usage.
• Resolve standard product and functional issues independently whenever possible.
• Create knowledge base articles, FAQs, and troubleshooting documentation.
• Escalate complex issues with complete analysis and documentation.

Operational Excellence:

• Participate in release validation and post-release support activities.
• Assist in patch management coordination and customer communications.
• Monitor service health dashboards and escalate reliability concerns.
• Participate in disaster recovery drills and business continuity exercises.
• Identify opportunities for automation and process improvement.

Global Support Coverage and Shift Flexibility:

• Willingness to work rotational, fixed, or business-required shifts.
• Flexibility to support customers across North America, Europe, Asia-Pacific, and other regions.
• Participate in weekend, holiday, or extended coverage schedules when required.
• Ensure effective shift handovers and service continuity.

Requirements:

• 2+ years supporting SaaS, enterprise software, applications, or technology products.
• Excellent written and verbal English communication skills.
• Strong customer handling and troubleshooting skills.
• Experience analysing customer issues using Excel, reports, application data, and support tools.
• Experience with ticketing and incident management systems.
• Strong documentation and organisational skills.
• 2-5 years (indicative only).
• Exceptional candidates outside this range may be considered.
• Exceptional customer empathy and professionalism.
• Strong written and verbal communication skills.
• Analytical thinking and problem-solving.
• Ownership and accountability.
• Willingness to learn complex product workflows.
• Continuous improvement, automation, and AI mindset.
• Ability to work effectively with global customers

Preferred Skills:

• Pharmacovigilance, Drug Safety, Healthcare, Clinical, or Life Sciences exposure.
• Scripting, automation, low-code platforms, or software development exposure.
• Knowledge of APIs, integrations, and cloud-based SaaS solutions.
• Additional foreign language proficiency.

Success Measures:

• Customer Satisfaction (CSAT)
• SLA adherence and responsiveness
• Quality of issue triage and documentation
• Customer communication effectiveness
• Knowledge base contributions
• Improve Product knowledge