As a Product Solutions Engineer, you will assume a pivotal role in providing advanced technical expertise for our SaaS products.
This position requires a deep understanding of our technology stack, exceptional problem-solving capabilities, and the ability to guide and mentor other team members.
You will collaborate closely with product development, and customer success & support teams to ensure smooth product evolution and customer support.
Key Responsibilities:
Interpret customer issues, report design concerns, reliability or maintenance problems to the product engineering team.
Respond to situations where first-line product support has failed to isolate or fix problems in product or software.
Work cross functionally with members of Product, engineering, and support teams.
Develop and release help documents for the issues or updates of products, and reference material on product issues.
Support external customers, internal Support and Success teams to conduct demos, training, documentation on new product introduction.
Participate in product engineering meetings regarding new products and provide feedback on customer and support team concerns.
Provide global technical support to Support & Success teams by answering technical questions, troubleshooting and resolving problems. Provide training on new and existing products.
Technical:
Lead technical discussions with clients and internal teams to help shape solution strategies.
Mentor and guide Support and Success teams, providing technical guidance and expertise in product.
Solution: Collaborate with product development to influence the roadmap based on advanced technical insights.
Advanced Support:
Provide escalated technical support to the customers.
Collaborate with cross-functional teams to develop advanced troubleshooting strategies. Continuous Improvement:
Stay abreast of product changes, and competitor offerings.
Contribute to the continuous improvement of our SaaS products through feedback and innovative ideas. Qualifications:
Bachelors degree in computer science or software engineering.
Ability to diagnose and troubleshoot basic technical issues and to provide step-by-step technical help
Familiarity with remote desktop applications
Excellent problem-solving, communication skills
Good understanding of IT terminologies and concepts
