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Engaged Employer

Saama Technologies

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3.7

based on 313 Reviews

13 Saama Technologies Jobs

Product Support Engineer

Saama Technologies (India) Pvt. Ltd.

3.7

based on 313 Reviews

3-4 years

₹ 6 - 6.5L/yr (AmbitionBox estimate)

Chennai

1 vacancy

Product Support Engineer

Saama Technologies

posted 1hr ago

Job Role Insights

Flexible timing

Key skills for the job

Software Configuration Management Product Management Life Sciences Product Design Subject Matter Expertise Product Support

+ 3 more

Job Description

Description

The Senior Principal Product Support Engineer is a senior role within the Product support team. Act as a Technical and functional subject matter expert (SME) for Life sciences products, providing deep knowledge and insights to both internal teams and external clients.

Key responsibilities include:

1. Troubleshoot and resolve complex technical issues related to Product functionality, performance and integrations within the life sciences domain

2. Provide advanced technical support to customers, ensuring timely and accurate resolution of product-related issues

3. Collaborate with Cross-functional teams including RD, QA and product management, to address and resolve product defects and enhancements

4. Lead root cause analysis and post-incident reviews to continuously improve product stability and support processes

5. Develop and maintain detailed product documentation, including, troubleshooting guides, FAQs, and best practices

6. Conduct regular meetings with Key customers to discuss support metrics, product performance and future needs

7. Identify opportunities for process optimization within the support team, implementing best practices to enhance efficiency and customer satisfaction

8. Lead initiative to develop and refine support processes, including ticket management, escalation procedures, and knowledge management

Collaboration Leadership:

1. Work closely with product managers and developers to provide feedback on product design and functionality based on customer experiences and support cases

2. Participate in Strategic planning sessions, contributing insights on product supportability and customer feedback

3. Represent the support team in cross-departmental meetings, advocating for customer needs and technical solutions

Reporting Analysis:

1. Monitor and Analyze support metrics to identify trends, track performance, and measure the effectiveness of support activities

2. Prepare and present regular reports to management, highlighting key support metrics, customer feedback, and areas of improvement

3. Utilize data-driven insights to recommend and implement enhancements to the product support process

Requirements: Overall Experience: Minimum 11+ Years This role requires a combination of technical acumen, industry knowledge and strong communication skills to effectively support and enhance the life sciences products, ensuring they meet the high standards and specific needs of the industry.

Shift Timing: IST Hours

Employment Type: Full Time, Permanent

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Prepare for Product Support Engineer roles with real interview advice

People are getting interviews at Saama Technologies through

(based on 34 Saama Technologies interviews)

Job Portal

Referral

Campus Placement

Company Website

Walkin

Recruitment Consultant

46%

12%

18% candidates got the interview through other sources.

High Confidence

What people at Saama Technologies are saying

4.0

Rating based on 1 Product Support Engineer review

Anonymous · IT Support in Chennai

Likes

I like the way they are really following the Agile work model where everyone is approachable easily.

Dislikes

Resource Management is a key point according to me because having a back-up team to support customers shows employees that the company cares about them so that they don't burnout.

Read 1 review