Associate Product Support Engineer

About OvalEdge

OvalEdge is a modern Data Governance and Intelligence company helping enterprises build a strong foundation for Governance and responsible AI. As AI adoption accelerates across industries, our platform ensures organizations can trust their data—governing it for quality, privacy, access, and compliance, and thereby helping organizations make smarter, faster, and safer decisions.

With offices in the US and India, and a fast-growing global footprint, we’re on a mission to democratize data governance and make it actionable for every team. If you're excited about building intelligent products that drive real business impact, OvalEdge is the place to grow your product career.

Main purpose of the Job :

This role focuses on responding to customer queries, troubleshooting basic product issues, and ensuring customers have a smooth experience with the platform. The role involves leveraging technical expertise to diagnose, troubleshoot, and resolve customer challenges while collaborating with cross-functional teams to enhance the overall customer experience.

Job Golas :

Technical Issue Resolution : Provide prompt, accurate, and effective solutions for customer-reported technical issues, meeting or exceeding established SLAs.

Customer Satisfaction : Ensure high levels of customer satisfaction (e.g., CSAT scores) by delivering exceptional service and support experiences.

Knowledge Sharing : Develop and maintain technical documentation, FAQs, and best practices to enhance the knowledge base for internal teams and customers.

Collaboration : Work closely with the Technical Account Manager, engineering teams, and other stakeholders to escalate and resolve complex issues efficiently.

Continuous Improvement : Identify recurring technical challenges and contribute to the development of long-term solutions, including process improvements and product enhancements.

Skill Development : Continuously improve technical expertise by staying updated on product features, technologies, and industry best practices.

Support Metrics : Achieve or exceed individual performance metrics, such as ticket resolution time, first-response rate, and customer feedback scores.

Job Specification :

Educational Qualifications : B.Tech, B.C.A, B.SC, M.C.A, M.Tech

Required Experience : 0-2 Years

Required Competence :

Basic Technical Troubleshooting

• Ability to identify, diagnose, and resolve common technical issues reported by customers.
• Familiarity with logs, error messages, and system behavior to troubleshoot effectively.
• Capability to replicate and analyze reported issues to determine root causes.

Product Knowledge

Documentation Development :

Systems and Tools Proficiency :

Data Handling and Analysis :

Escalation Management :

Service-Level Agreement (SLA) Adherence :

Customer Focus :

Collaboration and Teamwork

Communication Skills

Problem-Solving and Critical Thinking

Attention to Detail

Professionalism