Product Support Engineer

Ticket Management : - Monitor, prioritize, and respond to customer support tickets via email, chat, or helpdesk system (e. g., Zendesk, Jira, Freshdesk). - Ensure timely resolution of technical issues within defined SLAs (Service Level Agreements). - Escalate complex issues to senior engineers or development teams when necessary. Technical Troubleshooting : - Diagnose and resolve software, hardware, and network-related problems. - Hands-on experience working with REST API, troubleshooting API calls, and SQL queries - Basic knowledge of Authentication/Authorization: OAuth, JWT, SSO - Browser Dev Tools: Network tab analysis, console debugging - Frontend Basics: HTML/CSS/JavaScript troubleshooting - Basic Web Security: Understanding CORS, XSS, CSRF, SSL/TLS issues - Log Analysis: grep, awk, sed, log aggregation tools - Scripting knowledge (Python, PowerShell, Bash) for automation. - Session Management: Cookie troubleshooting, local/session storage - Reproduce and document bugs for the product/engineering teams. - Guide customers through step-by-step solutions or provide workarounds. Customer Communication : - Provide clear, concise, and professional responses to customer inquiries. - Maintain high customer satisfaction by ensuring effective follow-ups and updates. Documentation and Knowledge Sharing : - Create and update internal and customer-facing knowledge base articles. - Familiarity with documentation tools such as Confluence, Wiki.js, FreshDesk, or similar. - Document troubleshooting steps, solutions, and best practices. Collaboration : - Work closely with cross-functional teams (Engineering, QA, Product) to resolve recurring issues. - Participate in team meetings to discuss trends, challenges, and process improvements. Requirements : - Bachelor's degree in Computer Science, IT, or related field (or equivalent experience). - 2 years of experience in technical support, helpdesk, or IT support roles. - Experience with ticketing systems (e. g., Zendesk, Freshdesk, ServiceNow, Jira Service Desk). - Preferred Qualifications (Bonus): Familiarity with SaaS, cloud platforms (AWS, Azure), or relevant software products. (ref:hirist.tech)

Location: bangalore, IN

Posted Date: 6/3/2025