Technical Product Support Engineer

Technical Product Support Engineer

We are looking for a Technical Product Support Engineer to assist our clients with technical problems when using our products and services. Support Engineer responsibilities include resolving client queries, recommending solutions and guiding product users through features and functionalities.

What You'll Do in This Role:

• Act as the first point of contact for customers, ensuring prompt acknowledgment and response to queries/issues.

• Understand customer concerns quickly, ask the right questions, and capture issues clearly and accurately.

• Perform initial triage, categorization, and prioritization of tickets based on impact and urgency.

• Carry out first-level troubleshooting using available tools, dashboards, logs, and predefined playbooks.

• Provide clear, concise, and timely communication to customers, keeping them informed on progress and next steps.

• Apply logical thinking to suggest immediate workarounds or guidance to customers where applicable.

• Escalate issues to L2/L3 teams with well-documented context, observations, and findings.

• Coordinate with internal teams to ensure smooth follow-up and timely resolution of escalated issues.

• Maintain accurate and structured documentation in tickets to support faster resolution and future reference.

• Contribute to improving FAQs, knowledge base, and troubleshooting guides based on recurring issues.

• Ensure a positive customer experience by being responsive, empathetic, and solution-oriented.

Required Skills:

• Experience in Technical Support / Client Support / Product Support (L1).

• Basic understanding of APIs (REST/JSON), logs, and system workflows.

• Familiarity with tools like ticketing systems (Jira, Zoho Desk, etc.).

• Strong analytical and logical thinking with the ability to break down problems step-by-step.

• Excellent written and verbal communication skills.

• Ability to understand customer context quickly and respond appropriately.

Additional Skills:

• Exposure to log monitoring tools (Kibana, CloudWatch, etc.).

• Understanding of cloud-based applications or SaaS products.

• Prior experience in customer-facing technical roles.

• Basic understanding of SQL / Linux / Networking concepts

Personality Attributes

Personality Attributes:

• Quick thinker with the ability to understand customer issues and respond with clarity and confidence.

• Strong communicator who can translate technical concepts into simple, customer-friendly language.

• An analytical and logical approach to problem-solving with a structured troubleshooting mindset.

• Customer-focused attitude with empathy, patience, and professionalism.

• High ownership and accountability, with a proactive approach to learning and improvement.

• Detail-oriented with the ability to document issues, observations, and resolutions clearly.

• Comfortable working in a fast-paced, dynamic environment with shifting priorities.

• Effective collaborator who works seamlessly across teams and ensures smooth escalations and follow-ups.

• Keen interest in developing technical expertise in support, systems, and product environments.

Imagine yourself working as a Technical Product Support Engineer here at DigiValet. The company promotes a friendly working environment, breaking the cliche office hierarchy system.