Product Support Associate

Job Description

We are seeking a highly motivated and skilled Product Support Engineer to join our dynamic team. As a Product Support Engineer, you will play a critical role in providing technical assistance and support to clients, troubleshooting product-related issues, and ensuring a smooth client interaction experience. If you are passionate about technology and enjoy helping others solve complex problems, we would love to have you on board!

Responsibilities

Troubleshoot Issues

The production support engineer must act quickly to analyze the available data and find the root cause of the problem as soon as technical issues arise. The Support Engineer must be skilled to develop a solution themselves while providing users with progress updates.

Contribute to Product Development

Production support engineers will participate in various stages of the product development process as per the requirements of the Development Team. This role includes designing Data Flow, building Data Lifecycle, and testing. The Support Engineers also create, facilitate; automation and processes or platforms for customers.

Assist Users

This role entails interacting with product users, often external customers but sometimes also employees. These interactions can occur in various setups, including in-person meetings, phone calls, emails, and live messaging chats. In all of these cases, it's vital to address concerns promptly and maintain a helpful attitude!

Prepare Technical Documentation

Production support engineers prepare extensive documentation when logging product issues, as they must note all details, including their observations, diagnosis, and action steps. Other daily tasks include weekly / daily reports, debugging production issues, performance check of Data integration services, release notes for all Service Requests, upgrades, and troubleshooting guides.

Suggest Improvements

The production support engineers will face all production issues head-on! Also, readily suggest overall product improvements, such as features that customers want. Ideally, they should also proactively evaluate engineering processes and provide recommendations to increase efficiency.

Skillset Requirements And Expectations

Good Knowledge and hands-on experience using web services and APIs

Experienced in writing SQL queries

Good Knowledge of any programming language like Angular JS,Python, Ruby etc.

The ability to make dynamic changes to existing SQL queries and Scripts

Experienced working in various Databases(Oracle, preferred) and Data formats (JSON,XML)

Experienced working in SaaS companies

Ability to analyze production issues and actively debug problems using existing data references

Ability to extract, analyze and report on data; knowledge of database tables & SQL

Become a product expert - you will be the go-to resource for understanding how our product works

Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs

Identify and recommend process improvements to deliver the highest level of customer satisfaction

Partner with our engineering team to find and fix bugs before they impact our customers

Proactively provide feedback to our product team about product improvement opportunities

Excellent Analytical and Logical Skills are mandatory

Flexible to handle all technical query within the organization

Fluent in English with excellent listening, verbal and written communication skills .

Flexible to work in night shift and / or weekend shift as required

Experience : 0-1 Years

Location : Bangalore (Whitefield)

Mode : Work from home (Hybrid) or Work from Office

Shift : Rotational shift

www.bizdata360.

Skills Required

Apis, Web Services, Xml, Json, Ruby, Oracle, Sql, Python, Angular Js