Product Support Engineer

About the Role

• Company: Platform 3 Solutions
• Location: Chennai
• Work Mode: Work From Office (WFO)
• Employment Type: Full-Time
• Department: Product Support
• Reporting To: Product Support Manager

About Platform 3 Solutions

Platform 3 Solutions is a global leader in end-to-end data management solutions, empowering enterprises with innovative technologies and services. Our flagship product suite, Archon Data Suite, delivers comprehensive solutions for legacy modernization, legacy decommissioning, data archival, and digital transformation. Headquartered in Minnetonka, MN, with a strong presence across the US and India, we partner with enterprises worldwide to solve complex data challenges and drive operational excellence. Join us to be part of a dynamic team shaping the future of data management and technology.

Job Summary

We are looking for a Product Support Engineer / Product Support Specialist with 1–2 years of experience in Application Support, Product Support, or Technical Support. The ideal candidate should have strong troubleshooting skills, basic database knowledge, and the ability to investigate and resolve technical and functional product issues while ensuring customer satisfaction.

Key Responsibilities

• Respond to customer queries and support tickets within defined timelines.
• Investigate, troubleshoot, and resolve technical and functional product issues.
• Monitor support queues and ensure compliance with Service Level Agreements (SLAs).
• Reproduce reported issues and document findings for escalation to Development or Engineering teams.
• Coordinate with Development, QA, and Infrastructure teams to resolve complex issues.
• Perform root cause analysis and recommend corrective actions.
• Assist customers with product configurations, installations, upgrades, and usage guidance.
• Maintain knowledge base articles, troubleshooting guides, and support documentation.
• Communicate issue status and resolutions clearly to customers and stakeholders.
• Support product deployments, patch installations, and maintenance activities.
• Participate in incident management and on-call support activities when required.
• Identify recurring issues and suggest improvements to product reliability and support processes.

Required Skills

• Strong troubleshooting, analytical, and problem-solving skills.
• Knowledge of SQL and databases such as SQL Server, Oracle, or MySQL.
• Understanding of Windows and Linux operating systems.
• Familiarity with application logs, system monitoring, and debugging techniques.
• Experience with ticketing tools such as Jira, ServiceNow, or similar platforms.
• Good communication and customer service skills.
• Strong documentation and reporting abilities.
• Ability to work independently and collaboratively with cross-functional teams.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 0–2 years of experience in Application Support, Product Support, or Technical Support.
• Exposure to enterprise software, cloud applications, ETL tools, or data management platforms.
• Basic understanding of networking, APIs, and web technologies.
• ITIL Foundation certification is an added advantage.

Information Security & Privacy

• Good understanding of information security and privacy principles relating to confidential and organizational data.
• Awareness of data classification, masking, retention, destruction, and access control.
• Basic awareness of regulatory requirements and security controls.

Key Performance Indicators (KPIs)

• SLA Compliance
• First Response Time
• Ticket Resolution Time
• Customer Satisfaction (CSAT)
• Ticket Backlog Management
• Escalation Rate
• Knowledge Base Contributions
• Issue Resolution Quality