Product Support Engineer

Job Description

As a Product Support Engineer, you will be a part of our dynamic IT team, responsible for providing technical support and solutions to our customers. You will be the first point of contact for all product-related issues and will play a crucial role in maintaining customer satisfaction. You will be expected to troubleshoot, analyze, and resolve issues, while also documenting all actions taken.

Responsibilities of Product Support Engineer

• Provide first-level contact and convey resolutions to customer issues.
• Properly escalate unresolved queries to the next level of support.
• Track, route, and redirect problems to correct resources.
• Update customer data and produce activity reports.
• Walk customers through problem-solving processes.
• Follow up with customers, provide feedback, and see problems through to resolution.
• Utilize excellent customer service skills and exceed customers’ expectations.
• Ensure proper recording, documentation, and closure.
• Recommend procedure modifications or improvements.
• Preserve and grow knowledge of help desk procedures, products, and services.
• Develop Standard Operating Procedures (SOPs) for issue resolution and product support.
• Use SQL for data analysis and issue resolution.
• Use scripting languages like Python, Java, JavaScript for automating tasks and troubleshooting.
• Monitor product performance and suggest improvements.
• Collaborate with other team members and stakeholders to achieve better customer service and product performance.
• Participate in change management processes and contribute to problem-solving discussions.
• Maintain a customer-focused approach, ensuring high levels of customer satisfaction.

Functional Competencies

• Application Support: The candidate should be proficient in providing technical support for various applications, ensuring their optimal performance and resolving any issues that arise.
• Troubleshooting: The candidate should have the ability to diagnose and fix issues related to software and hardware.
• Issue Resolution: The candidate should be able to effectively resolve technical issues, ensuring minimal disruption to operations.
• Documentation and Analysis: The candidate should be able to document technical issues and their resolutions, and analyze these documents to prevent future issues.
• Monitoring: The candidate should be able to monitor system performance and identify any potential issues.
• SQL: The candidate should have a strong understanding of SQL, and be able to write and execute queries.
• SOP Development: The candidate should be able to develop standard operating procedures for technical operations.

Behavioural Competencies

• Change Management: The candidate should be able to effectively manage changes in the organization, ensuring minimal disruption to operations.
• Problem Solving: The candidate should have strong problemsolving skills, and be able to come up with effective solutions to technical issues.
• Communication: The candidate should have strong communication skills, and be able to effectively communicate technical information to nontechnical personnel.
• Collaboration: The candidate should be able to work effectively in a team, and collaborate with others to achieve common goals.
• Customer Focus: The candidate should be able to prioritize customer needs, and ensure that they are met.
• Attention to Detail: The candidate should have a keen eye for detail, and be able to identify and fix minor issues before they become major problems.
• Teamwork: The candidate should be able to work effectively in a team, and contribute to the team's success.

Good to have skills

• Scripting: The candidate should have a strong understanding of scripting languages, and be able to write and execute scripts.
• Python: The candidate should be proficient in Python, and be able to use it for various tasks such as data analysis and automation.
• Java: The candidate should have a strong understanding of Java, and be able to use it to develop and maintain applications.
• JavaScript​: The candidate should be proficient in JavaScript, and be able to use it for tasks such as web development and serverside programming