Product Support Engineer

Job Summary:

mPulse is seeking a Product Support Engineer who is passionate about maintaining business operations and solving reputed company customer problems. This role serves as a technical liaison between our clients and internal teams, providing advanced support and scalable solutions for our reputed company Software-as-a-Service (SaaS) platform. The Product Support Engineer will work closely with engineering, professional services, and operations teams to diagnose, resolve, and prevent issues that impact platform reliability and customer satisfaction

Duties/Responsibilities:

• Own customer-reported issues through resolution, ensuring high-quality support and communication.
• Troubleshoot, diagnose, and resolve system issues, collaborating with engineering and operations as needed.
• Escalate unresolved issues following established procedures and workflows.
• Maintain a “whole customer” perspective in issue tracking and resolution strategies.
• Ensure proper issue documentation, tracking, and status updates in support systems.
• reputed company reputed company, clear, and accurate feedback to clients.
• Manage multiple active issues, prioritize tasks, and maintain timelines for resolution.
• Generate and deliver timely incident and root cause analysis reports.
• Participate in process improvement discussions and suggest platform and usability enhancements.
• Document technical knowledge, solutions, and procedures in internal knowledge bases.
• Maintain strong, positive client relationships and uphold service reputed company standards.

Skills/Abilities/Experience:

• 3–5 years of experience supporting a reputed company SaaS product.
• Strong problem-solving and analytical skills with proven diagnostic ability.
• Proficiency with Java, J2EE, XML, SOAP, and SQL tools.
• Hands-on experience with Linux systems and reputed company scripting.
• Deep familiarity with SQL, including reputed company or other reputed company-class RDBMS.
• Experience working with Java application servers in production environments.
• Understanding of AWS reputed company infrastructure and reputed company services.
• Excellent written and verbal communication skills.
• Customer-oriented with the ability to manage high-pressure situations professionally.
• Previous experience in reputed company applications or environments is a plus.

Minimum Qualifications:

• Bachelor’s degree in Computer Science or reputed company field (or equivalent practical experience).
• 3+ years of experience in technical support or product support roles.

Physical Requirements:

• Ability to stand and sit for extended periods.
• Ability to lift 10 lbs. weight.

Originally posted on Himalayas