Product Support Engineer

Technical Support:

• Provide first-level and second-level support for IT products, troubleshooting issues related to hardware, software, and applications.
  
• Assist customers with installation, configuration, and setup of IT products.
  
• Identify, replicate, and resolve technical issues, escalating complex problems to senior technical teams or vendors when necessary.
  

Product Expertise:

• Develop a deep understanding of the IT products offered, including their functionalities, features, and technical specifications.
  
• Stay updated on the latest software updates, patches, and changes to ensure effective support.
  

Customer Interaction:

• Respond promptly and professionally to customer inquiries via email, phone, or ticketing systems.
  
• Provide step-by-step technical guidance to non-technical users, ensuring clarity and simplicity in communication.
  

Collaboration and Continuous Improvement:

• Work closely with the engineering, product development, and quality assurance teams to identify and resolve recurring issues.
  
• Participate in regular training sessions and workshops to enhance technical knowledge.
  
• Provide feedback to product development teams regarding user challenges and suggested improvements.
  

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
  
• Minimum of 2-4 years of experience as a Product Support Engineer, Technical Support Engineer, or in a similar role.
  
• Proven experience with troubleshooting and resolving issues related to IT systems, software, and hardware.
  
• Proficiency in IT support tools and ticketing systems (e.g., ServiceNow, Jira).
  
• Strong knowledge of operating systems (Windows, macOS, Linux), networking concepts, and enterprise software.
  
• Familiarity with databases (e.g., SQL) and scripting for debugging purposes is a plus.
  
• Strong verbal and written communication skills, with the ability to convey technical information clearly.