We are seeking a proactive and customer focused Technical Support Engineer with 1 to 3 years of experience to provide technical assistance, troubleshoot product related issues, and ensure excellent customer satisfaction. The ideal candidate will work closely with customers and internal teams to resolve technical concerns, manage escalations, and contribute to continuous product improvement.
Responsibilities:
- Troubleshoot and resolve product issues within defined SLAs.
- Analyze issues, perform Root Cause Analysis (RCA), and provide effective solutions.
- Handle customer queries and escalations with professionalism and empathy.
- Provide timely updates and ensure high customer satisfaction.
- Collaborate with Development, QA, Product, and DevOps teams to resolve technical issues.
- Monitor recurring issues and recommend improvements.
- Maintain accurate documentation of incidents and resolutions.
- Participate in product training and continuous learning initiatives.