Talent.com
This job offer is not available in your country.
Product Support Engineer - Ticketing System

Product Support Engineer - Ticketing System

SkillPad Talent Solutions AdvisoryBangalore
30+ days ago
Job description

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.

    • (ref : hirist.tech)

    Create a job alert for this search

    Product Support Engineer • Bangalore