Atomicwork - Product Support Engineer (3-5 yrs)

Key Responsibilities :

Customer Support :

- Assist customers in diagnosing and resolving technical issues through multiple channels, including email, chat, and calls.

- Deliver high-quality solutions and workarounds for reported issues within agreed SLAs.

- Document support cases, solutions, and best practices in a structured knowledge base.

- Explain technical concepts in an easy-to-understand manner for non-technical users.

Problem Resolution :

- Collaborate with engineering, product, and QA teams to resolve complex technical problems.

- Analyze root causes and suggest long-term solutions to prevent recurring issues.

- Monitor system performance and conduct routine maintenance to ensure platform reliability.

Testing and Feedback :

- Test new features, updates, and patches to validate functionality and compatibility.

- Provide detailed feedback to the development team on product improvements and user experience.

Technical Expertise :

- Assist in system administration tasks, including user management, data workflows, and integration configurations.

- Write scripts and utilize automation tools to optimize and streamline support processes.

Continuous Improvement :

- Stay up-to-date with new technologies, tools, and industry trends relevant to SaaS products and service management.

- Participate in team meetings and contribute to the evolution of support processes and standards.

Required Skills and Qualifications

Experience :

- 3-5 years in a technical support role, ideally in the SaaS industry with experience in CRM, ITSM, or enterprise platforms like Salesforce or ServiceNow.

Technical Skills :

- Proficiency in web technologies, including HTML, CSS, and JavaScript.

- Hands-on experience with APIs (REST, SOAP) and database management using SQL.

- Familiarity with system administration tasks related to platforms like Salesforce or ServiceNow.

- Knowledge of cloud platforms such as AWS, Azure, or Google Cloud and their role in SaaS architecture.

- Scripting and Automation

- Experience with scripting languages such as Python or PowerShell.

- Familiarity with automation tools to enhance support operations.

- Problem-Solving and Customer Focus

- Strong analytical and troubleshooting skills with the ability to resolve complex technical issues efficiently.

- Excellent customer service orientation with a commitment to providing effective solutions and maintaining client satisfaction.

Soft Skills :

- Strong written and verbal communication skills, capable of explaining technical issues clearly to both technical and non-technical audiences.

- Ability to work effectively under pressure, manage time efficiently, and prioritize tasks.

Certifications (Preferred) :

- Salesforce Certified Administrator

- ServiceNow Certified System Administrator

- Any cloud-related certifications (AWS, Azure, Google Cloud)