Product Support Associate

Job Summary:

We are seeking a dedicated Product Support Engineer to join our team. In this role, you will be responsible for ensuring the smooth operation of our products, assisting users by troubleshooting and resolving technical issues, and providing exceptional customer support. You will work closely with various teams to improve the products reliability and user experience.

Key Responsibilities:

• Provide first-level support for product issues via email, phone, or ticketing systems.
• Troubleshoot and resolve user-reported issues in a timely and professional manner.
• Analyze, diagnose, and escalate complex technical issues to the relevant internal teams (e.g., development, infrastructure).
• Monitor performance and system health, addressing any alerts or abnormalities.
• Collaborate with product and engineering teams to communicate user feedback and suggest improvements.
• Develop and maintain product knowledge, staying updated with new features and functionalities.
• Document and maintain support procedures, FAQs, and issue resolutions in a knowledge base.
• Assist in onboarding and training new users on the product.
• Participate in product testing and provide feedback to ensure quality and stability.
• Ensure compliance with SLAs (Service Level Agreements) for response times and resolutions.
  
  
  Requirements:
• Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience).
• 2+ years of experience in product or support.
• Strong problem-solving skills with the ability to troubleshoot technical issues.
• Experience with ticketing systems and monitoring tools.
• Familiarity with SQL, databases, and basic scripting for troubleshooting purposes.
• Knowledge of APIs and integration troubleshooting.
• Excellent verbal and written communication skills.
• Ability to work independently and in a team environment.
• Strong customer service orientation.