Product Support Engineer
4711 views | Apply Before: 2025-03-31
Job Summary
No. of Vacancy
1
Job Type
Full Time
Offered Salary
NPR 150000 - 200000 Monthly
Gender
Any
Career Level
Mid Level
Category
N/A
Experience
4+ years of experience in a Technical Support Engineer
Preferred Education
Bachelor in IT/Engineering
Location
Work From Home (Remote)
Apply Before
2025-03-31
Job Description
  • Investigate, troubleshoot, and resolve advanced technical issues related to our software products.
  • Provide timely and effective technical support via Zoom, email, or chat.
  • Analyze logs, error messages, and system performance to diagnose root causes.
  • Communicate directly with customers to gather detailed information, provide updates, and ensure issue resolution.
  • Hands on experience with Ticketing Tools.
  • Document solutions, best practices, and troubleshooting procedures for internal and external audiences.
  • Partner with software development teams to identify and report bugs, as well as suggest product enhancements.
  • Reproduce customer issues in test environments to facilitate effective troubleshooting and solution development.
  • Contribute to the creation and maintenance of knowledge base articles and technical documentation.
  • Support deployments, upgrades, and configuration changes for clients when necessary.
  • Provide mentoring and guidance to junior support engineers and assist in their technical development.
Job Specification
  • 4+ years of experience in a Technical Support Engineer (Tier 2.5 / 3) or equivalent role supporting software products.
  • Strong knowledge of troubleshooting methodologies and root cause analysis techniques.
  • Proficiency in analyzing logs, APIs, and database queries to diagnose software issues.
  • Experience working with complex software ecosystems, including SaaS, on-premise, or hybrid environments.
  • Can do coding with relevant technologies such as SQL, REST APIs, scripting languages (e.g., Python, Java, JavaScript), and cloud services (AWS, Azure, or GCP).
  • Excellent communication skills, with the ability to convey technical concepts to both technical and non-technical audiences.
  • Proven track record of handling escalated technical cases and collaborating with cross-functional teams.
  • Ability to work independently in a fast-paced environment while maintaining attention to detail.
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