Product Support Engineer

IDfy

Key Responsibilities

• Review test strategies and ensure various kinds of testing are covered (unit, functional, performance, stress, acceptance).
• Define and execute manual and automation testing strategies.
• Ensure all development tasks meet quality criteria through test planning, test execution, quality assurance, and issue tracking.
• Continuously raise the bar and standards of quality processes with every project.
• Identify and adopt industry best practices and tools.

Requirements & Tech Stack

• 0-2 years of experience in a product support or technical support role.
• Excellent verbal and written communication skills.
• Strong problem-solving skills, with the ability to troubleshoot and find workable solutions.
• Ability to prioritize tickets based on urgency and business impact, with attention to detail.
• Self-motivated and eager to learn and adapt to new technologies.
• Basic understanding of REST APIs and their functionality.
• Willingness to work in rotational shifts, even on weekends.

Good-to-Have

• Knowledge of SQL, with the ability to write basic queries.
• Hands-on experience with ticketing systems like Freshdesk, Jira, Zendesk, or ServiceNow.
• Ability to write simple scripts in languages like Python to automate repetitive tasks or improve troubleshooting efficiency.
• Experience in working closely with customers to resolve issues and build strong relationships through effective communication.
• Basic understanding of cloud platforms such as AWS, Azure, or Google Cloud, particularly for products hosted on cloud infrastructure.
• Familiarity with any one of the monitoring and logging tools like Kibana, Splunk, Nagios, or Grafana for proactive system monitoring and health checks.