Associate Support Engineer

We are seeking a motivated and technically proficient Product Operations & Support Specialist with 1-2 years of experience to join our team in a hybrid role. This position combines product operations, technical support, and customer engagement to ensure the seamless functioning of our products. The ideal candidate will troubleshoot technical issues, deliver exceptional customer support, and collaborate closely with internal teams to enhance product performance and streamline processes.

Key Responsibilities:
- Provide technical support to customers by addressing product-related issues and ensuring a positive user experience.
- Troubleshoot technical problems and deliver timely solutions, working alongside product and engineering teams as needed.
- Assist in managing product lifecycle activities, including updates, releases, and deployments.
- Support the development and upkeep of product documentation, user guides, FAQs, and other self-service resources.
- Serve as a liaison between customers, product, and engineering teams to ensure issues are resolved and feature requests are prioritized.
- Monitor product performance to identify technical issues early and proactively prevent operational disruptions.
- Analyze customer feedback and support trends to uncover opportunities for product enhancements and operational efficiencies.
- Help implement and maintain internal product management systems and tools.
- Provide training and support to internal teams and customers regarding new features, products, and updates.
- Manage product operations tasks such as monitoring data flows, resolving integration challenges, and ensuring system reliability.
- Contribute to refining support processes and technical workflows to improve overall customer satisfaction and product experience.

Required Qualifications:
- 1-2 years of experience in product operations, technical support, or customer-facing technical roles.
- Bachelor’s degree in Computer Science, Software Engineering, or a related field.
- Strong understanding of technical concepts including software, APIs, data integrations, and troubleshooting methodologies.
- Excellent written and verbal communication skills with the ability to explain complex technical issues in simple, customer-friendly language.
- Experience with support or operations tools such as Jira, Zendesk, or similar platforms.
- Ability to collaborate effectively with cross-functional teams including product management, engineering, and customer success.
- Strong attention to detail and commitment to delivering high-quality results.
- Problem-solving mindset with the ability to manage multiple tasks and prioritize effectively.
- Basic knowledge of product management processes and Agile methodologies is advantageous.

Preferred Qualifications and Additional Skills:
- Experience working with Logistics, Fintech, SaaS, APIs, or other software products.
- Proactive approach to identifying and resolving issues before they impact customers.
- Experience in creating product documentation and maintaining customer support knowledge bases.
- Technical aptitude and eagerness to learn new tools, platforms, and systems.

This role offers the opportunity to work at the intersection of product operations and customer support, contributing directly to product success and customer satisfaction. If you are a detail-oriented professional with a passion for technology and customer service, this position is an excellent fit.