Employer description & source details
We are seeking a highly skilled Product Support Engineer to provide advanced technical assistance to our customers and internal teams. In this role, you will be responsible for investigating and resolving complex technical issues, managing escalations, and ensuring the highest levels of customer satisfaction. You will act as a key technical resource, bridging the gap between front-line support and our product development teams while maintaining a deep understanding of our software's architecture and integrations. Rotational role — no night shifts, but the candidate should be open to early morning or evening shifts and weekend, while maintaining a 5-day work week. Technical Expertise: Serve as the second-level technical support expert for our SaaS product, demonstrating an in-depth understanding of our software's functionalities, configurations, and integrations. Advanced Troubleshooting: Investigate and resolve complex technical issues escalated from Level 1 support, including but not limited to software bugs, integration problems, and data-related issues. Customer Interaction: Communicate with customers or end-users in a professional, empathetic, and customer-centric manner, ensuring their technical issues are addressed promptly and effectively. Documentation: Accurately document all customer interactions, resolutions, and technical solutions in the support ticketing system, maintaining comprehensive and organised records. Escalation Management: Collaborate closely with Level 1 support agents, product development teams, and other internal departments to escalate and prioritise critical issues and ensure timely resolutions. Training and Mentorship: Assist in training and mentoring Level 1 support agents, sharing your technical knowledge and best practices to improve the
Extracted skills: mongodb, sales, security, operations