Product Support Engineer / Product Support Specialist

Job Title: Product Support Engineer / Product Support Specialist

Job Summary:
The Product Support Engineer is responsible for providing technical and functional support to customers, troubleshooting product-related issues, and ensuring timely resolution of support requests. This role works closely with customers, development, QA, and infrastructure teams to maintain high levels of customer satisfaction and product reliability.

Key Responsibilities

• Respond to customer inquiries and support tickets in a timely manner.
• Investigate, troubleshoot, and resolve product-related technical and functional issues.
• Monitor support queues and ensure compliance with Service Level Agreements (SLAs).
• Reproduce and document reported issues for escalation to Development or Engineering teams.
• Coordinate with internal teams to resolve complex customer issues.
• Perform root cause analysis and provide corrective recommendations.
• Assist customers with product configurations, upgrades, installations, and usage guidance.
• Create and maintain knowledge base articles, troubleshooting guides, and support documentation.
• Communicate issue status and resolutions clearly to customers and stakeholders.
• Support product deployments, patch installations, and maintenance activities when required.
• Participate in on-call and incident management processes as needed.
• Identify recurring issues and recommend improvements to products and support processes.

Required Skills

• Strong troubleshooting and analytical skills.
• Knowledge of databases (SQL Server, Oracle, MySQL, etc.).
• Understanding of Windows/Linux operating systems.
• Familiarity with application logs, system monitoring, and debugging techniques.
• Experience with ticketing systems such as Jira, ServiceNow or similar.
• Excellent communication and customer service skills.
• Ability to work independently and collaboratively in a team environment.
• Strong documentation and reporting skills.

Preferred Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 1 - 2years of experience in Application Support, Product Support, or Technical Support.
• Experience with enterprise software, cloud applications, ETL tools, or data management platforms.
• Basic knowledge of networking, APIs, and web technologies.
• ITIL Foundation certification is an added advantage.

Key Performance Indicators (KPIs)

• SLA Compliance
• First Response Time
• Ticket Resolution Time
• Customer Satisfaction (CSAT)
• Ticket Backlog Management
• Escalation Rate
• Knowledge Base Contributions
• Issue Resolution Quality