Mid-Level Product Support Engineer

Key Responsibilities

• Act as a primary technical contact for product support issues.
• Troubleshoot, diagnose, and resolve software, integration, and configuration problems.
• Collaborate with engineering and QA teams to escalate and resolve critical issues.
• Document solutions, create knowledge base articles, and improve support processes.
• Monitor system performance, conduct root cause analysis, and recommend product improvements.
• Handle client communication, provide timely updates, and ensure SLAs are met.
• Work closely with product and development teams for feature requests and enhancements.

Requirements

• Bachelor’s degree in Computer Science, Software Engineering, or related field.
• 2–4 years of experience in product/application support (preferably SaaS-based).
• Strong troubleshooting skills in Linux environments, databases (MySQL/PostgreSQL), and APIs.
• Familiarity with web technologies, RESTful services, and cloud environments.
• Experience with ticketing & project management tools (ClickUp, Jira, Zendesk).
• Excellent communication skills for handling technical and non-technical stakeholders.
• Ability to work in a fast-paced, global product-based environment.