Product Support Engineer

Job Title: Product Support Engineer (1–3 Years Experience)

Location: India (Remote)

Shift: EST Coverage — 4:30 PM to 12:30 AM IST

Company: BrightEdge

About the Role

BrightEdge is seeking a detail-oriented Product Support Engineer to deliver world-class technical support in a fast-paced SaaS environment. This role is ideal for someone with strong troubleshooting skills, hands-on experience with APIs and webhooks, and a customer-first mindset. You will work closely with customers, Product, and Engineering teams to resolve technical issues efficiently and improve overall customer experience.

Key Responsibilities

• Provide timely and high-quality technical support to BrightEdge customers via ticketing systems, email, and internal tools
• Investigate and troubleshoot issues related to:
• API failures and integrations
• Webhook delivery and configuration
• Platform performance and functionality
• Own end-to-end ticket lifecycle including triage, prioritization, investigation, resolution, and follow-up
• Maintain SLAs by effectively managing ticket queues and escalations
• Reproduce customer-reported issues and collaborate with Engineering for complex bug fixes
• Document troubleshooting steps, known issues, and solutions in the knowledge base
• Monitor recurring issues and proactively suggest product or process improvements
• Provide clear, concise communication to both technical and non-technical stakeholders
• Support incident management during EST working hours

Required Qualifications

• 1–3 years of experience in Product Support, Technical Support, or SAAS Software Support within a SaaS environment
• Hands-on experience with ticketing systems (e.g., Zendesk, Freshdesk, Jira Service Management, etc.)
• Strong understanding of REST APIs, HTTP status codes, and API troubleshooting
• Experience working with webhooks and event-driven integrations
• Solid analytical and problem-solving skills
• Ability to prioritize and manage multiple support tickets effectively
• Good understanding of web technologies (JSON, XML, browser debugging tools)
• Strong written and verbal communication skills
• Comfortable working EST-aligned shift (4:30 PM – 12:30 AM IST)

Preferred Qualifications

• Experience supporting marketing technology or SEO platforms
• Familiarity with tools like Postman, Charles Proxy, or browser developer tools
• Basic knowledge of SQL for data validation and troubleshooting
• Experience working in a customer-facing technical role
• Exposure to incident management processes

Key Competencies

• Customer-first mindset
• Strong ownership and accountability
• Attention to detail
• Ability to work under pressure and meet SLAs
• Cross-functional collaboration

What Success Looks Like

• Consistently meets or exceeds ticket SLA targets
• Quickly identifies root causes of API and webhook issues
• Maintains high customer satisfaction (CSAT)
• Contributes to reduction in repeat support issues
• Builds strong partnership with Product and Engineering teams

Why Join BrightEdge

• Work with a leading enterprise SaaS platform in SEO and digital marketing
• Exposure to complex, large-scale customer environments
• Opportunity to grow into advanced technical or customer success roles
• Collaborative and innovation-driven culture