Lead Solution Engineer

We are seeking a highly motivated and customer-oriented individual to join our Product Support Team. The ideal candidate will be responsible for providing high-quality support to customers, assisting them in resolving product-related issues, and ensuring that they can use the product efficiently. You will serve as the primary point of contact for customers and work cross-functionally with other teams to improve the overall customer experience.

Key Responsibilities:

• Provide timely, accurate, and professional assistance to customers.
• Troubleshoot technical issues, bugs, and problems with the product or service and provide appropriate solutions.
• Collaborate with engineering, product, and other teams to identify and resolve product defects or gaps.
• Educate customers on product features, best practices, and troubleshooting steps to enhance user experience.
• Document and track customer inquiries and issues in a ticketing system to ensure proper resolution.
• Escalate complex issues to higher-level support or engineering teams as necessary.
• Create and maintain customer-facing knowledge base articles, FAQs, and troubleshooting guides.
• Provide feedback and insights from customers to help improve product development and user experience.
• Participate in product testing and quality assurance to identify potential issues before launch.
• Ensure that service level agreements (SLAs) are met, and that customer satisfaction remains high.
• Stay updated on product updates, new features, and industry best practices.
  
  

Required Qualifications:

• Bachelors degree in Computer Science, Information Technology or a related field.
• Proven experience in customer support, technical support, or product support (typically 5-7 years).
• Strong technical aptitude and the ability to troubleshoot and resolve complex product issues.
• Excellent communication skills, both written and verbal.
• Ability to work independently and as part of a team in a fast-paced environment.
• Strong problem-solving skills and attention to detail.
• Experience in ITSM Tools like Service Now, Remedy etc.
• Familiarity with product development processes is advantageous.
• Patience, empathy, and a customer-first attitude.

Soft Skills:

- Strong communication and interpersonal skills.
- Ability to work collaboratively in a team-oriented environment.
- Proactive, self-motivated, and detail-oriented with a focus on continuous improvement.