Engineering - Product Support Specialist ( L3 )

About the Role
Are you a tech-savvy problem solver with a passion for engineering and customer satisfaction? Join our dynamic team as a Mid-Level Engineering Product Support Specialist, where youll be the vital link between our cutting-edge products and our valued customers. This hybrid role offers the perfect blend of remote work flexibility and on-site collaboration, ensuring you can thrive in a dynamic and engaging environment.

You will collaborate closely with other teams such as product management, and sales to ensure effective communication and problem resolution. You will be an expert in the technical aspects of Syncware products and services. Your primary goal is to ensure timely resolution of customer problems while maintaining high levels of customer satisfaction.

Key Responsibilities
Product Support
Provide escalated expert-level technical assistance to our support and onboarding agents, resolving complex engineering product issues efficiently and effectively via email, phone, and live chat. Troubleshoot high-priority software issues reported by agents and provide timely resolutions. Understand code, and develop hotfixes in the .NET technology stack.
Product Feedback
Collaborate with the engineering and development teams to recommend and test new product features and provide actionable feedback.
Documentation
Create and maintain detailed support documentation, FAQs, and user guides to empower customers and streamline the support process.
Continuous Improvement
Identify trends in support requests and contribute to developing long-term solutions and improvements to enhance product reliability and customer satisfaction.
Collaboration
Collaborate with cross-functional teams, including engineering and product management, to escalate and resolve complex issues.

Location- Pune, Baner, Hybrid