Product Support Engineer - Ticketing System

The core responsibilities for the job include the following :

Ticket Management :

- Monitor, prioritize, and respond to customer support tickets via email, chat, or helpdesk system (e. g., Zendesk, Jira, Freshdesk).

- Ensure timely resolution of technical issues within defined SLAs (Service Level Agreements).

- Escalate complex issues to senior engineers or development teams when necessary.

Technical Troubleshooting :

- Diagnose and resolve software, hardware, and network-related problems.

- Reproduce and document bugs for the product/engineering teams.

- Guide customers through step-by-step solutions or provide workarounds.

Customer Communication :

- Provide clear, concise, and professional responses to customer inquiries.

- Maintain high customer satisfaction by ensuring effective follow-ups and updates.

Documentation and Knowledge Sharing :

- Create and update internal and customer-facing knowledge base articles.

- Familiarity with documentation tools such as Confluence, Wiki.js, or FreshDesk, or similar.

- Document troubleshooting steps, solutions, and best practices.

Collaboration :

- Work closely with cross-functional teams (Engineering, QA, Product) to resolve recurring issues.

- Participate in team meetings to discuss trends, challenges, and process improvements.

Requirements :

- Education : Bachelor's degree in Computer Science, IT, or related field (or equivalent experience).

- Experience : 2+ years of experience in technical support, helpdesk, or IT support roles

- Experience with ticketing systems (e. g., Zendesk, Freshdesk, ServiceNow, Jira Service Desk).

Preferred Qualifications (Bonus) :

- Familiarity with SaaS, cloud platforms (AWS, Azure), or relevant software products.

- Hands-on experience working with REST API, troubleshooting API calls, and SQL queries.

- Basic knowledge of Authentication/Authorization : OAuth, JWT, SSO.

- Browser Dev Tools : Network tab analysis, console debugging.

- Frontend Basics : HTML/CSS/JavaScript troubleshooting.

- Basic Web Security : Understanding CORS, XSS, CSRF, SSL/TLS issues.

- Log Analysis : grep, awk, sed, log aggregation tools.

- Scripting knowledge (Python, PowerShell, Bash) for automation.

- Session Management : Cookie troubleshooting, local/session storage.

Soft Skills :

- Strong analytical and problem-solving abilities.

- Excellent written and verbal communication skills.

- Patience and empathy when dealing with frustrated customers.