Product Support Engineer

Responsibilities:

• Monitor, prioritize, and respond to customer support tickets via email, chat, or helpdesk system (e. g., Zendesk, Jira, Freshdesk).
• Ensure timely resolution of technical issues within defined SLAs (Service Level Agreements).
• Escalate complex issues to senior engineers or development teams when necessary.
• Diagnose and resolve software, hardware, and network-related problems.
• Reproduce and document bugs for the product/engineering teams.
• Guide customers through step-by-step solutions or provide workarounds.
• Provide clear, concise, and professional responses to customer inquiries.
• Maintain high customer satisfaction by ensuring effective follow-ups and updates.
• Create and update internal and customer-facing knowledge base articles
• Familiarity with documentation tools such as Confluence, Wiki.js, Freshdesk, or similar
• Document troubleshooting steps, solutions, and best practices.
• Work closely with cross-functional teams (Engineering, QA, Product) to resolve recurring issues.
• Participate in team meetings to discuss trends, challenges, and process improvements.

Requirements:

• Hands-on experience working with REST APIs, troubleshooting API calls, and SQL queries.
• Basic knowledge of authentication/authorization: OAuth, JWT, SSO.
• Browser Dev Tools: Network tab analysis, console debugging.
• Frontend Basics: HTML/CSS/JavaScript troubleshooting.
• Basic Web Security: Understanding CORS, XSS, CSRF, and SSL/TLS issues.
• Log Analysis: grep, awk, sed, and log aggregation tools.
• Scripting knowledge (Python, PowerShell, Bash) for automation.
• Session Management: Cookie troubleshooting, local/session storage.
• Education: Bachelor's degree in computer science, IT, or a related field (or equivalent experience).
• Experience: 3+ years of experience in technical support, helpdesk, or IT support roles.
• Experience with ticketing systems (e. g., Zendesk, Freshdesk, ServiceNow, Jira Service Desk).
• Familiarity with SaaS, cloud platforms (AWS, Azure), or relevant software products.