Product Support Engineer

About the Role

This role involves supporting products, troubleshooting issues, and ensuring quality processes are met.

Key Responsibilities

• Review test strategies and ensure all types of testing (unit, functional, performance, stress, acceptance) are covered.
• Define and execute manual and automation testing strategy.
• Ensure all development tasks meet quality criteria through test planning, test execution, quality assurance, and issue tracking.
• Continuously raise the bar and standards of all 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, including 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 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.
• Familiarity with monitoring and logging tools like Kibana, Splunk, Nagios, or Grafana.