Product Support Engineer

• →Provide exceptional technical support to enterprise customers, promptly addressing their queries and issues via various communication channels (email, phone, chat).
• →Demonstrate a deep understanding of our products and its integration with clients' systems to offer effective solutions and guidance.
• →Collaborate with cross-functional teams, including development and QA, to escalate and resolve critical customer issues promptly.
• →Document customer interactions, technical solutions, and best practices to create an organized knowledge base for both internal and external use.
• →Actively contribute to product improvement by providing valuable feedback and insights gained from customer interactions.
• →Work independently with a self-sufficient and proactive approach while adhering to established SLAs and performance metrics.
• →Ability to work off-hours when needed.

• 5+ years of hands-on experience in support roles, working directly with enterprise customers.
• 5+ years of proven experience in troubleshooting methodologies and problem-solving skills.
• 3+ years of working in a startup environment and the ability to thrive in a fast-paced, agile atmosphere.
• In-depth knowledge of network and security devices, such as Okta, Zscaler, and Siem.
• Expertise in OS systems, including, Windows, Mac and Linux.
• Strong debugging skills for Windows applications and a solid understanding of the HTTP protocol.
• 5+ years of experience with IT tasks like installing virtual machines and configuring IT environments.
• 5+ years of experience with support methodologies and tools (Confluence, Salesforce, Jira).
• 3+ years of experience working with Log systems like Coralogix, and Sentry.
• Advantage - Bachelor's degree in Computer Science, Engineering, or a related field.

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