Job Description
Role Overview We are seeking a Product Support Engineer with 2-4 years of experience to provide technical support and resolve customer issues for TartanHQ's HR/payroll platform. You will be the technical bridge between customers and our engineering team, diagnosing complex issues, performing root cause analysis, and ensuring high service levels. Your technical skills and customer-first mindset will directly impact customer satisfaction and product reliability. Key KPIs
Response time for P0 issues:
SLA adherence: 95%+ Ticket resolution rate: 20+ tickets/week RCA turnaround for critical issues: within 24 hours
Required Skills
[experience to provide technical support and resolve customer issues for TartanHQ's HR/payroll platform]
Additional Information
Core Responsibilities Customer Support & Issue Resolution (60% time allocation)
- Respond to customer support tickets within SLA
- Troubleshoot technical issues using logs, dashboards, and monitoring tools
- Write SQL queries to investigate data inconsistencies
- Test fixes and validate resolutions with customers
- Escalate complex issues to engineering team Debugging & Root Cause Analysis (25% time allocation)
- Perform RCA for critical production issues
- Identify patterns in bug reports
