Product Support Engineer Job in Bangalore at Betterplace

What You’ll Do

The Product Support Engineer is primarily responsible for providing prompt high-quality communication and support for the Betterplace platform and products. This person will handle incoming issues following Support processes. This person will also work on other projects and documentation as required. Product Support Engineers deliver effective technical customer support to our rapidly growing customer base, delivering solutions to both technical and non-technical end-users. Support engineers will be required to be on-call on a regular basis throughout the year.

• Perform initial triage of all support tickets submitted to the Product Support help desk, providing courteous responses, ensuring the accuracy of ticket data, and performing assignment of tickets to the appropriate group for resolution
• Independently identify and escalate urgent issues, track and report on trends
• Handle service interruptions and known issues, keeping customers up to date at all times on incident progress, including coordinating response, escalation, tracking, and analysis of incidents
• Duplicating and troubleshooting product and technical issues clients face, working towards a speedy resolution.
• Taking ownership of customer tickets and providing a resolution within SLAs
• Responsible for tasks including customer items as well as internal housekeeping, documentation, and analysis
• Actively contribute to ongoing process improvement, problem resolution, and workflow improvements

Who You Are & What Makes You Qualified

• Knowledge of SQL, MongoDB
• Experience with Linux operating system.
• Education level: Bachelor’s degree in a technical field, Masters in Computer Science, or equivalent work experience in a software/support and services environment.
• Minimum of 3 years experience in a client-facing role supporting software products
• Client-facing experience supporting software products
• Excellent written and verbal skills
• Fluency in English
• Strong analytical and problem-solving skills
• Ability to work in a highly collaborative and fast-paced environment
• Knowledge of Ticketing tools like Zoho and Jira is an added advantage

Role

• Perform initial triage of all support tickets submitted to the Product Support help desk, providing courteous responses, ensuring the accuracy of ticket data, and performing assignment of tickets to the appropriate group for resolution
• Independently identify and escalate urgent issues, track and report on trends
• Handle service interruptions and known issues, keeping customers up to date at all times on incident progress, including coordinating response, escalation, tracking, and analysis of incidents
• Duplicating and troubleshooting product and technical issues faced by clients, working towards a speedy resolution.
• Taking ownership of customer tickets and provide a resolution within SLAs
• Responsible for tasks including customer items as well as internal housekeeping, documentation, and analysis
• Actively contribute to ongoing process improvement, problem resolution, and workflow improvements
• 24x7 Support

Skill

• Ability to work in a highly collaborative and fast-paced environment
• Fluency in English
• Knowledge of SQL, MongoDB, Kafka, Elastic Search preferred
• Experience with Linux operating system
• Strong analytical and problem-solving skills
• Knowledge of Ticketing tools like Zoho and Jira is an added advantage

Persona

• Work experience
• Current Role: Technical Support Engineer, Product Support Engineer
• Minimum of 4 years experience in a client-facing role supporting software products
• Technology: SQL, MongoDB, Kafka, Elastic Search
• Managing and Troubleshooting Customer Tickets based on defined SLAs

Education Background

Bachelor’s degree in a technical field, Masters in Computer Science, or equivalent work experience in a software/support and services environment.

Process

Round 1: Role Fit and Technical

Round 2: Analytical/Puzzle

For enterprises, BetterPlace is a single touchpoint through which organizations benefit by managing their entire value chain – thus ensuring cost reductions, higher engagement levels, increased productivity, lower attrition rates. For the workforce, BetterPlace is an employee engagement platform that gives access to a variety of upskilling, financial support and medical benefits programs.