Product Support Engineer

We are looking for a proactive and technically strong Product Support Engineer who can act as a bridge between our users, engineering teams, and product teams. This role is crucial to ensuring a seamless user experience by quickly identifying, investigating, and resolving technical issues, as well as providing internal guidance and support.

As a Product Support Engineer, you will play a vital role in maintaining product quality and reliability. Youll work closely with cross-functional teams-including development, QA, DevOps, and product management-to triage issues, suggest improvements, and enhance product stability. This is not just a support role-it's a strategic position aimed at driving continuous improvement and delivering an exceptional product experience. We're looking for someone who thrives in a fast-paced environment, brings a customer-first mindset, and has a strong foundation in technical problem-solving, cloud infrastructure, and modern monitoring tools.

What You'll Do :

• Diagnose, investigate, and resolve customer-reported issues related to software products.
• Gain a deep understanding of the companys products and services, staying up-to-date with new features and changes.
• Escalate unresolved issues to higher-level engineering teams, tracking the progress until resolution.
• Maintain and update technical documentation, user guides, FAQs, and other support resources.
• Assist in product testing, debugging, and quality assurance to ensure optimal performance.
• Offer product training sessions to internal teams and customers to enhance product use and understanding.
• Collect feedback from customers and convey relevant insights to the product team for potential product enhancements.
• Perform post-incident reviews and analysis to identify the root causes and long-term fixes.

What Were Looking For :

(ref : hirist.tech)