Product/Technical Support Engineer - Troubleshooting

Responsibilities : Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.

Regular and proactive follow-ups with customers with recommendations, workarounds, updates, and action plans.

Log software defects using a bug tracking system and work closely with software developers to analyze the defects and track them to resolution.

Provide technical support to customers via email, chat and phone calls.

Create internal or external knowledge base articles/whitepapers.

Work with the product management team to continuously evolve the product based on customer feedback, reported issues, and new trending technologies.

Ideal Candidate : Good understanding of web applications, HTML, JavaScript, CSS and JQuery.

Prior experience in supporting enterprise customers.

Demonstrated excellence in working with high tech, cross-functional, and multidisciplinary teams.

Outstanding communication, understanding, and writing skills.

Ability to analyze logs to understand the issues, and have a thorough flair for learning new technologies.

Well organized with utmost care to detail, along with good comprehending skills to address issues.

Proactive and results-oriented, with strong prioritization skills and ability to work with multiple customers.

Bachelor's degree, Computer Science related.

Good understanding of web applications, HTML, JavaScript, and CSS.

Minimum of 2 years in a customer support role.

Strong problem-solving skills.

Strong written and verbal skills.

(ref:hirist.tech)