Product Support Engineer - Remote

Overview

The Product Support Engineer focuses on handling escalations, resolving technical issues, and improving customer self-service through effective communication and collaboration with engineering teams.

In Short

• Act as a subject matter expert in product and technology areas.
• Resolve technical escalations and manage support tickets.
• Communicate effectively with customers and maintain case records.
• React to urgent issues through the Emergency Hotline.
• Write clear functional documentation for customers.
• Collaborate with Product Management and Engineering for improvements.
• Enhance self-service solutions for customers.
• Manage multiple tasks independently and as part of a team.
• Contribute to onboarding and training of new hires.
• Identify and implement process improvements in support functions.

Requirements

• Bachelor’s Degree in Computer Science, IT, or related field.
• Three or more years of Level 2 technical customer support experience.
• Experience with JIRA for bug tracking.
• Strong communication and interpersonal skills.
• Excellent problem-solving and analytical skills.
• Ability to work efficiently from a home office.
• Empathy and professionalism in customer interactions.
• Demonstrated capacity to learn and adapt.
• Strong organizational skills and attention to detail.
• Commitment to individual and organizational success.

Benefits

• Opportunity to work with cutting-edge technology.
• Supportive team environment.
• Continuous learning and development opportunities.
• Flexible work arrangements.
• Engagement in innovative service solutions.