Cloud-Based Technical Support Specialist

Product Support Engineer

About the Role :

We are seeking a skilled Product Support Engineer to serve as the first point of contact for our customers, resolving technical issues within our cloud-based platform.

This role requires a strong technical foundation, problem-solving mindset, and customer-centric attitude to ensure that customer issues are addressed promptly and effectively.

• Troubleshoot and resolve product and infrastructure-related issues in a 24 / 7 environment, adhering to established timelines.
• Manage customer communications effectively, including status updates to stakeholders.
• Document and communicate issue root causes, impacts, and resolution steps to internal and external stakeholders.
• Escalate critical issues to engineering teams and coordinate resolution efforts across multiple tiers of support.

Required Skills and Qualifications :

We are looking for professionals with experience across L1, L2, and L3 support levels or with the technical capability to operate across these levels.

Benefits :

This position involves analyzing complex technical issues across products and their interaction with customers' infrastructure. We offer a dynamic work environment and opportunities for growth and development.

How You Will Make an Impact :

As a Product Support Engineer, you will make a significant impact by ensuring timely and effective resolution of customer issues, improving customer satisfaction, and contributing to the continuous improvement of our support processes.