7 Parangat Technologies Jobs

We are seeking a passionate and customer-focused Product Support Engineer to join our growing team. In this role, you will be the first point of contact for customers, ensuring their success by resolving technical issues, assisting with onboarding, and collaborating with engineering to enhance our product.

Responsibilities:

• Deliver prompt and effective technical support through phone, email, and virtual calls.
• Troubleshoot, replicate, and document customer-reported issues, escalating complex cases to L2 or engineering teams.
• Assist customers during the onboarding process by providing technical guidance and best practices.
• Stay up-to-date with product features, updates, and known issues to provide accurate solutions.
• Contribute to the creation and maintenance of internal knowledge base articles and FAQs.
• Proactively identify and address customer pain points, suggesting product improvements to enhance user experience.
• Meet and exceed service level agreements (SLAs) for response and resolution times.
• Collaborate closely with cross-functional teams, including engineering and revenue, to ensure seamless support.

Required Skills and Qualifications:

• 3 to 5 years of experience in a technical/customer support role.
• Working knowledge of Node.js, JavaScript, and PHP, with the ability to troubleshoot and debug issues.
• Familiarity with Linux and databases such as MySQL and MongoDB
• Excellent verbal and written communication skills with a focus on clarity and empathy.
• Strong problem-solving and troubleshooting skills with a proactive approach.
• Hands-on experience with tools like Jira, HubSpot, and remote support tools (e.g., TeamViewer, AnyDesk).
• Ability to work independently and in a team-oriented environment.
• Experience with cloud providers such as AWS, GCP or Microsoft Azure is a plus.
• Previous experience working in a SaaS or product-focused company is a plus.