Product Support Engineer Full Time

About Us

      We are a leading SaaS company that develops virtual assistant solutions for enterprise clients. Our platform integrates with various client systems, including HRMS and IT directories (like Active Directory). We are looking for a technically proficient individual to join our team and deliver outstanding client support as a Product Support Engineer.

The Role

      As a Product Support Engineer, you will be the technical expert assisting clients with our product suite. Your responsibilities will include troubleshooting technical issues related to product usage, API integrations, and system configuration. You will be instrumental in making API calls (e.g., via Postman), diagnosing problems, and collaborating with both internal and external stakeholders to achieve swift client resolution.

Key Responsibilities

• Provide expert technical support, promptly addressing and resolving client inquiries and issues concerning our virtual assistant products.
• Offer technical guidance on product implementation and ongoing use, leveraging your understanding of our product’s integration with client systems (HRMS, Active Directory, etc.).
• Utilize tools like Postman to test and verify API calls, assisting clients in troubleshooting complex API integration challenges.
• Identify, analyze, and resolve client-side system configuration issues.
• Escalate complex or persistent issues to internal engineering and product management teams, ensuring timely resolution.
• Manage communication and expectations effectively with all stakeholders, internal and external.
• Contribute to the continuous improvement and documentation of support processes for an optimal client experience.
• Gather and relay client feedback to influence product and service enhancements.

Qualifications & Experience

• A minimum of 2 years of experience in a technical or product support role, preferably within a technology or SaaS environment.
• Demonstrated strong proficiency with API integrations and practical experience using tools like Postman (or similar) for API call testing.
• Foundational knowledge of system configuration and standard enterprise platforms (e.g., HRMS, Active Directory).
• Exceptional problem-solving capabilities, with proven ability to troubleshoot technical issues across diverse environments.
• Excellent verbal and written communication skills, capable of translating complex technical concepts for non-technical audiences.
• In-depth understanding of network and browser debugging techniques.
• Experience in stakeholder management, including effective issue escalation.
• Proven ability to perform effectively, both as an independent contributor and within a team setting.
• Must be comfortable working in rotational shifts.

Preferred Skills (Nice-to-Have)

• Prior experience with AI-powered solutions or in the virtual assistant industry.
• Familiarity with various enterprise integrations and API management platforms.