Product Support Engineer

Overview

As a Product Support Engineer / Technical Support Engineer (2+ Years), you help ensure client satisfaction by troubleshooting product issues and guiding customers through resolutions.

What you'll do

• Handle incoming support calls, emails, and chat messages from clients with technical issues.
• Diagnose and troubleshoot product-related technical problems.
• Provide step-by-step guidance and solutions to clients.
• Escalate complex technical issues to internal teams.
• Collaborate with cross-functional teams for timely problem resolution.
• Document and track support issues to maintain a knowledge base.
• Stay up to date with latest features and updates of the unified endpoint management product.
• Provide product training to clients and internal teams as needed.
• Communicate with clients on the status of support requests.

What you'll need

• Bachelor’s degree in a relevant technical field or equivalent work experience.
• Proven experience in technical support or a similar customer-facing role.
• Excellent troubleshooting and problem-solving skills.
• Effective communication and interpersonal skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Prior experience in a SaaS environment and understanding of UEM and related technologies is a plus.