Product Support Engineer (3-8 yrs)

Job Title : Product Support Engineer - APAC/EU/US Territory

Company : B2B Saas Product Company

Location : Delhi (Remote)

Job Type : Full-Time

Tech Stack : Strong understanding of web technologies, including HTML, CSS, JavaScript, and APIs.

About Us :

We are a cutting-edge technology company at the forefront of innovation, dedicated to creating transformative software solutions for developers and marketers. Our flagship product is an advanced conversion rate optimization platform that empowers businesses to reach their full potential. We pride ourselves on a culture of excellence, creativity, and customer-centricity.

Job Description :

As a Product Support Engineer, you will be an essential part of our dynamic customer success team. Your mission will be to deliver exceptional technical support, helping our customers navigate and resolve any challenges they encounter with our products. This role demands a solid technical foundation, innovative problem-solving abilities, and a passion for enhancing customer experiences.

Key Responsibilities :

- Deliver prompt and effective technical support through email, chat, and phone.

- Diagnose and resolve software issues, guiding customers through tailored solutions.

- Collaborate with the development team to address complex technical problems and contribute to product enhancements.

- Develop and maintain comprehensive documentation, including FAQs, user guides, and troubleshooting manuals.

- Assist in onboarding new customers, ensuring a seamless and positive experience.

- Conduct training sessions and webinars to empower customers to maximize our products' potential.

- Monitor customer feedback and proactively address emerging issues.

- Stay informed about the latest product updates and industry innovations.

Qualifications :

- Bachelor's degree in Computer Science, Information Technology, or a related field.

- Min 3 to 8 years experience in a customer support role.

- Proven experience in a technical support or customer support role, ideally within a SaaS company.

- Strong understanding of web technologies, including HTML, CSS, JavaScript, and APIs.

- Excellent problem-solving skills with a keen analytical mindset.

- Exceptional communication skills, both written and verbal.

- Ability to work autonomously and collaboratively within a team.

- Patience and a positive attitude when handling challenging situations.

- Familiarity with support tools and ticketing systems such as Zendesk or Freshdesk.

Preferred Qualifications :

- Knowledge of databases and SQL.

- Understanding of performance monitoring tools and techniques.

- Prior experience in a customer-facing technical role.

Why Join Us :

- Be part of a forward-thinking and passionate team.

- Competitive salary and comprehensive benefits package.

- Flexible and innovative work environment.

- Opportunities for professional growth and development.

- A culture that celebrates innovation, collaboration, and customer success.