Product Support Engineer

We are looking for a proactive and technically strong Product Support Engineer who can act as a bridge between our users, engineering teams, and product teams. This role is crucial to ensuring a seamless user experience by quickly identifying, investigating, and resolving technical issues, as well as providing internal guidance and support.

As a Product Support Engineer, you will play a vital role in maintaining product quality and reliability. Youll work closely with cross-functional teams-including development, QA, DevOps, and product management-to triage issues, suggest improvements, and enhance product stability. This is not just a support role-it's a strategic position aimed at driving continuous improvement and delivering an exceptional product experience. We're looking for someone who thrives in a fast-paced environment, brings a customer-first mindset, and has a strong foundation in technical problem-solving, cloud infrastructure, and modern monitoring tools.

What You'll Do :

- Diagnose, investigate, and resolve customer-reported issues related to software products.

- Gain a deep understanding of the companys products and services, staying up-to-date with new features and changes.

- Escalate unresolved issues to higher-level engineering teams, tracking the progress until resolution.

- Maintain and update technical documentation, user guides, FAQs, and other support resources.

- Assist in product testing, debugging, and quality assurance to ensure optimal performance.

- Offer product training sessions to internal teams and customers to enhance product use and understanding.

- Collect feedback from customers and convey relevant insights to the product team for potential product enhancements.

- Perform post-incident reviews and analysis to identify the root causes and long-term fixes.

What Were Looking For :

- Bachelors degree in Computer Science, Engineering, Information Technology, or a related field.

- 2+ years of experience in a product support, technical support, or engineering role.

- Strong proficiency in SQL for querying databases, log analysis, and troubleshooting data-related issues.

- Working knowledge of HTML, APIs, and a good understanding of HTTP request/response cycles.

- Hands-on experience or familiarity with cloud platforms such as AWS, GCP, or Azure.

- Understanding of DevOps practices and exposure to CI/CD pipelines and deployment processes.

- Experience with monitoring and logging tools like Grafana, Loki, New Relic, Datadog, or Prometheus.

- Ability to troubleshoot independently, perform root cause analysis, and collaborate effectively with cross-functional teams (Engineering, QA, Product).

- Excellent communication skills, both written and verbal, with the ability to explain complex technical concepts to non-technical stakeholders.

- Basic scripting or coding knowledge in languages such as Python, Bash, or JavaScript.