Product Support Engineer

Product Support Engineer

Location : India (Remote)

Working Hours : 6 : 00 PM – 3 : 00 AM IST (US ET Shift)

About BrightEdge

BrightEdge is the global leader in Enterprise SEO and Digital Marketing performance platforms. Our AI-driven technology helps the world’s biggest brands—like Microsoft, Adobe, Marriott, and Nike—turn organic search into measurable business impact.

As we expand in India, we’re building a world-class Customer Success and Support team to deliver best-in-class experiences for our customers.

Role Overview

We are looking for a Product Support Engineer who can troubleshoot and resolve technical issues, collaborate cross-functionally, and deliver an exceptional customer experience.

You’ll be supporting enterprise clients on the BrightEdge platform—working with digital marketers, developers, and IT teams across the globe.

What You’ll Do

Own and resolve customer issues through analysis, troubleshooting, and collaboration

Manage 15–20 support tickets in parallel and 180–200 per month

Conduct 4–6 customer calls daily and provide timely updates

Troubleshoot web development and integration issues

Escalate high-impact cases and drive closure with urgency

Maintain process discipline, documentation, and service responsiveness

What We’re Looking For

2+ years experience in SaaS Customer Support or Web Development

Strong verbal and written English communication skills

Hands-on experience with at least one programming language (e.g. JavaScript, Python, PHP, Java, C++)

Knowledge of SQL or CMS tools preferred

Experience working directly with customers on technical issues

Positive, high-energy, and adaptable mindset — comfortable in a fast-paced startup environment

Why BrightEdge

Work with top global brands and cutting-edge AI-powered technology

Be part of the founding India team with strong career growth opportunities

Join a profitable, high-growth global SaaS leader with great culture and leadership

Hybrid flexibility and performance-driven rewards