Product Support Engineer

Job Title: Product Support Engineer - SaaS

Location: Remote

Job Type: Full-Time

Shift : US Shift only (11 PM to 9 AM) Mon-Fri

Salary: 3-5 Lakh

Job Summary:

As a Product Support Engineer, you will be responsible for providing technical support and solutions to our SaaS customers. You will work closely with customers to resolve their technical issues, ensure their satisfaction, and help them get the most out of our products. This role requires a strong technical background, excellent problem-solving skills, and a passion for customer service.

Key Responsibilities:

Provide first and second-level technical support to customers via email, chat, and phone.

Troubleshoot and resolve issues related to our SaaS products, including software bugs, configuration problems, and network issues.

Collaborate with the development and product teams to escalate and resolve complex technical problems.

Document and track support issues and resolutions in our ticketing system.

Create and maintain knowledge base articles and user guides to help customers self-solve common issues.

Conduct remote training sessions and webinars for customers to help them understand and use our products effectively.

Collect and report customer feedback and feature requests to the product management team.

Assist in the QA process by testing new product features and updates.

Participate in an on-call rotation to provide after-hours support when necessary.

Assist Product Manager in reviewing and updating FAQ, support manual and product document.

Qualifications:

Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.

1+ years of experience in a technical support role, preferably with a SaaS product.

Strong understanding of web technologies, APIs, databases, and networking concepts.

Proficiency in troubleshooting software issues on various operating systems (Windows, Mac, Linux).

Excellent communication and interpersonal skills with a customer-centric attitude.

Ability to work independently and manage multiple tasks and priorities in a fast-paced environment.

Familiarity with support ticketing systems and remote support tools.

Experience with scripting or programming languages (e.g., Python, JavaScript) is a plus.

Preferred Skills:

Experience with cloud platforms such as AWS, Azure, or Google Cloud.

Knowledge of cybersecurity principles and best practices.

Certification in ITIL, CompTIA, or similar is a plus.

Prior experience in a customer-facing role in the tech industry.

Benefits:

Competitive salary and benefits package.

Opportunities for professional development and career growth.

Collaborative and inclusive work environment.

Flexible work hours and remote work options.

Health, dental, and vision insurance.

Paid time off and company holidays.

How to Apply:

Fill up the following screening form:

https://forms.gle/p5GbZYeqd4oR1UE46

Here's What happens after you apply

1. Within 2 working days of your application - our HR team will contact you to schedule a quick chat with one of our founders or any department head.

2. If there's a fit, the 2nd and/or 3rd rounds will be scheduled within a week.

3. The whole hiring process will be completed within 5-7 working days of your application.

About us

Hex Wireless Pvt Ltd, headquartered in Vadodara, Gujarat, is a premier software development powerhouse. With a rich legacy spanning a decade, Hex Wireless specializes in telecom solutions, including cloud telephony endpoints for voice and data services. Trusted by over 120 enterprises across 40 nations, we deliver cutting-edge office automation products and a comprehensive suite of services, redefining communication paradigms globally.