Product Support Engineer

We are seeking a dedicated Technical Support Specialist to join our team and provide exceptional assistance to our clients. The ideal candidate will be responsible for promptly addressing client inquiries through various channels, educating users on product features, and delivering personalized support to enhance customer satisfaction. This role requires strong problem-solving skills to identify and resolve recurring issues, troubleshoot technical challenges, and collaborate closely with internal teams to ensure timely resolutions. The candidate will also contribute to documentation, continuous improvement initiatives, and data-driven recommendations to improve both the product and support processes.

Key Responsibilities

- Respond promptly to client queries via email, phone, or live chat, ensuring timely and effective communication.
- Educate clients on how to utilize product features to maximize value and enhance their experience.
- Build and maintain strong client relationships by providing empathetic and personalized support.
- Apply strong problem-solving aptitude to identify root causes of recurring issues and guide clients toward resolution.
- Troubleshoot technical problems related to product deployment, including configuration errors, integrations, and performance bottlenecks.
- Provide temporary workarounds for known issues until permanent solutions are implemented.
- Maintain detailed and accurate issue tickets in Jira, documenting symptoms, reproduction steps, and impact analysis.
- Prioritize and categorize issues based on severity and urgency to manage workload efficiently.
- Participate in regular team meetings to discuss ongoing issues, share client feedback, and support continuous improvement efforts.
- Act as a liaison between clients and internal teams, ensuring transparency and alignment on issue resolution.
- Collaborate closely with product managers, developers, and QA engineers to expedite problem-solving.
- Stay current with product features, functionalities, and updates to provide informed support.
- Assist in creating and maintaining FAQs, user guides, and training materials to empower clients and improve support quality.
- Share best practices and insights with the support team to enhance overall efficiency.
- Monitor and analyze support metrics such as response time, resolution rate, and client satisfaction scores.
- Generate periodic reports highlighting trends, recurring issues, and areas for improvement.
- Use data-driven insights to recommend enhancements to the product or support processes.
- Manage end-to-end delivery of new feature support and issue resolution.

Required Qualifications

- Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent experience.
- Minimum of 2 years’ experience in technical support, customer success, or a similar role within the SaaS or software industry.
- Strong understanding of software systems, databases, APIs, and integrations.
- Hands-on experience with ticketing systems such as Jira or Zendesk.
- Excellent verbal and written communication skills, with the ability to simplify complex technical concepts for clients.
- Proven ability to multitask and perform effectively in a fast-paced environment.
- Familiarity with the food and beverage industry is a plus but not mandatory.
- Strong experience with TypeScript is required.

Preferred Qualifications and Benefits

- Experience working with cloud platforms such as AWS or Azure, and web technologies including HTML, CSS, and JavaScript.
- Certifications in Agile methodologies or relevant tools like Jira and Confluence are advantageous.
- Ability to remain calm and professional under pressure, especially during challenging situations.
- Candidates with prior experience working in rotating shifts will be preferred.

This role offers the opportunity to work in a dynamic environment where technical expertise and customer focus are highly valued. If you are passionate about delivering excellent support and driving continuous improvement, we encourage you to apply.