Product Support Engineer

Job Description

Team Overview Join our Product Support Team in Chandigarh, where you'll play a key role in maintaining the stability and performance of our systems while delivering exceptional client service. As a Product Support Engineer, you will independently handle routine technical issues, interact directly with clients to resolve their technical problems, and work closely with internal teams to keep our systems running seamlessly. This role is a great opportunity to build on your technical foundation, develop troubleshooting expertise, and gain exposure to more complex support tasks. If youre ready to grow your skills in a dynamic, client-focused environment, we’d love to hear from you. Sound like a fit? Apply now! Role Responsibilities Monitor production systems independently and take proactive steps to address potential issues before they affect system performance or availability. Serve as the first point of contact for client-reported technical issues, providing timely resolutions and maintaining open communication throughout the process. Manage the complete lifecycle of support tickets, ensuring that all issues are logged, categorized, prioritized, and resolved in line with defined SLAs. Collaborate with development and infrastructure teams to understand upcoming changes and assist in the deployment of system updates and patches. Participate in the creation and execution of automation scripts and tools to streamline support tasks and enhance system reliability. Contribute to the ongoing improvement of support processes, sharing insights and helping implement best practices to optimize performance. Maintain and update documentation, including troubleshooting guides, standard operating procedures, and user manuals, to ensure accessibility of accurate information for the team. Required Skills 4+ years of relevant experience in technical support or a related field. Strong understanding of operating systems, particularly Linux/Unix, with experience in basic shell scripting. Proficiency in SQL for querying databases to assist in troubleshooting and resolving issues. Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users effectively. Strong organizational skills with the ability to manage multiple tasks and priorities in a fast-paced environment. A proactive approach to problem-solving and a strong commitment to client satisfaction. Role Location Benefits Hybrid Working: You can work remotely for up to 50 days each year. Variable Pay: Performance related variable pay award is available to reward your performance and contributions to the company’s success. Generous Vacation Days Per Year: Take advantage of 30 vacation days annually, plus public bank holidays. Family Health Insurance Coverage: Comprehensive health insurance coverage for you and your dependents available from your first day. Personal Accidental Injury Insurance: Feel secure with personal accidental injury insurance provided from the start of your employment. Annual Team Building Retreat: Participate in an annual team-building retreat at a new and exciting location each year.