Product Support Engineer

About the Role: We are seeking a proactive and tech-savvy Product Support Engineer to join our team and contribute to delivering exceptional L2 (Level 2) Support. In this role, you will assist with advanced troubleshooting, resolve escalated technical issues, and work closely with the product and engineering teams to maintain seamless product performance. This role will provide valuable exposure to a dynamic, fast-paced support environment and opportunities to develop advanced problem-solving and technical skills Key Responsibilities: Provide technical support to customers via email, chat, and calls. Diagnose and troubleshoot software, API, and system integration issues. Analyze logs and error reports to identify root causes of issues. Collaborate with engineering and product teams to resolve complex issues. Document common issues, solutions, and best practices for internal and external use. Assist with product testing, debugging, and validation before releases. Ensure timely resolution of support tickets within SLAs. Monitor system performance and escalate issues proactively. Train and educate customers on product features and troubleshooting steps. Required Skills & Qualifications: Bachelors degree in Computer Science, Engineering, or related field. 1+ years of experience in technical support, product support, or a similar role. Strong understanding of SQL, APIs, and debugging techniques. Experience with log analysis tools, monitoring tools, and ticketing systems (e.g., Jira, Zendesk, ServiceNow). Familiarity with Linux/Unix commands and cloud platforms (AWS, Azure, GCP) is a plus. Knowledge of programming/scripting languages like Python, JavaScript, or Shell scripting is a plus. Excellent problem-solving, analytical, and communication skills. Ability to work in a fast-paced environment and manage multiple priorities. Customer-focused mindset with strong interpersonal skills. Why Join Us? Competitive salary and benefits. Opportunity to work with cutting-edge technology. Collaborative and innovative work culture. Career growth opportunities and continuous learning. If you are a passionate problem-solver with a customer-first attitude, we would love to hear from you!