Job Description
We are seeking a highly motivated and skilled Product Support Engineer to join our dynamic team. As a Product Support Engineer, you will play a critical role in providing technical assistance and support to clients, troubleshooting product-related issues, and ensuring a smooth client interaction experience. If you are passionate about technology and enjoy helping others solve complex problems, we would love to have you on board!
Responsibilities
Troubleshoot Issues
The production support engineer must act quickly to analyze the available data and find the root cause of the problem as soon as technical issues arise. The Support Engineer must be skilled to develop a solution themselves while providing users with progress updates.
Contribute to Product Development
Production support engineers will participate in various stages of the product development process as per the requirements of the Development Team. This role includes designing Data Flow, building Data Lifecycle, and testing. The Support Engineers also create, facilitate; automation and processes or platforms for customers.
Assist Users
This role entails interacting with product users, often external customers but sometimes also employees. These interactions can occur in various setups, including in-person meetings, phone calls, emails, and live messaging chats. In all of these cases, it's vital to address concerns promptly and maintain a helpful attitude!
Prepare Technical Documentation
Production support engineers prepare extensive documentation when logging product issues, as they must note all details, including their observations, diagnosis, and action steps. Other daily tasks include weekly/daily reports, debugging production issues, performance check of Data integration services, release notes for all Service Requests, upgrades, and troubleshooting guides.
Suggest Improvements
The production support engineers will face all production issues head-on! Also, readily suggest overall product improvements, such as features that customers want. Ideally, they should also proactively evaluate engineering processes and provide recommendations to increase efficiency.
Summary
Requirement:
Fresher: 0-1 year
- open to learning new tech-involving API, DB, AI, automation
- Great communicator-in terms converting technical language to business language (Written+Verbal)
- Writing in business language and handling business email
- Knowledge about how cloud systems work, APIs and DB work
- Knowledge about using open-source AI tools like ChatGPT, Copilot, Deepseek
- Team player
- Flexibility in shift and WO
Preferred
- Exposure to CRM Tools,
- Exposure to open-source tools for using APIs like postman
- Exposure to projects involving SQL, automation using AI tools synthesis
Preferable Skillset Requirements And Expectations
Good Knowledge of web services and APIs(preferred hands-on experience)
Experienced In Writing SQL Queries(Preferred Not Mandatory)
Good knowledge of various Databases(Oracle) and Data formats (JSON,XML)
Good knowledge of SaaS, IaaS and PaaS environments
Good knowledge of open-source AI platforms and data synthesis for solutions (if needed)
Ability to analyze production issues and actively debug problems using existing data references
Ability to extract, analyze and report on data; knowledge of database tables & SQL is preferable
Become a product expert - you will be the go-to resource for understanding how our product works
Apply advanced troubleshooting techniques to provide unique solutions to our customers individual needs
Identify and recommend process improvements to deliver the highest level of customer satisfaction
Partner with our engineering team to find and fix bugs before they impact our customers
Proactively provide feedback to our product team about product improvement opportunities
Excellent Analytical and Logical Skills are mandatory
Flexible to handle all technical query within the organization
Fluent in English with excellent listening, verbal and written communication skills .
Flexible to work in night shift and/or weekend shift as required
Flexible to work in night shift and/or weekend shift as required
Experience : 0-1 Years
Location : Bangalore (Whitefield)
Mode : Work from home (Hybrid) or Work from Office
Shift : Rotational shift
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