Product Support Engineer

Immediate Joiners Only

Position Title: Engineer-Product Support

Band Level: A2

Location: Pune, India

Total Experience: 2-4 years

About Sakon:

Sakon is the world's first SaaS platform purpose-built to help the enterprise understand, manage, and evolve its communications and cloud infrastructure. We have 850+ employees (including a global delivery center in Pune, India) providing control and insight for enterprise communications

ecosystems through a SaaS-based platform, services, and a self-service mobile APP. Sakon, formerly

GSG simplifies how businesses around the world Understand, Manage, and Transform their

Communications and Cloud Ecosystems. We have over 200 enterprise customers spanning virtually

every country across the globe. Sakon recently announced record growth as a Fortune 1000

Companies are leveraging Sakon for better TEM, MMS, and SaaS Management. We also recently

launched the Sakon brand and platform and received industry awards and coverage from the top

industry analysts. Sakon is headquartered in Concord, MA with additional locations across North

America, Europe, and India.

Role and Responsibilities:

Perform analysis and troubleshooting of reported Sakon product issues across all levels (L1, L2, L3) by delivering technical support and guiding them toward resolution.

Actively participate in scheduled and impromptu meetings, overseeing application maintenance for production purposes, and devising suitable strategic approaches.

Thoroughly document assigned production issues, provide resolutions, and respond to inquiries from clients and internal teams.

Foster strong relationships with external and internal stakeholders, including CSMs, SDMs, Development, and Database administrators.

Initiate troubleshooting for issues, followed by resolution, categorization as a bug or enhancement, and appropriate assignment to relevant teams/resources.

Develop and maintain up-to-date Knowledge articles to enhance issue troubleshooting capabilities.

Empower internal and external customers with the knowledge to attempt self-issue resolution.

Welcome feedback to contribute to the refinement of end-to-end Support processes.

Competencies and Key Skills:

Proficient hands-on expertise in SQL, Database management, Web Applications, and Web API.

Preferably experienced in Windows Server environments, with exposure to .Net, JavaScript, or comparable scripting languages.

Practical experience using one or more ticketing tools (e.g., JIRA, ServiceNow, Salesforce).

Background in customer-facing technical roles, demonstrating proficiency in providing support for software products/stand-alone or Web applications.

Capable of working in flexible shifts, including weekends according to the roster, and providing on-call support as needed.

Exceptional English reading, comprehension, and writing skills, accompanied by effective communication in English with a neutral or US accent.

Demonstrates robust problem-solving, quantitative, and analytical capabilities.

Shift timing: 12:30 PM - 9:30 PM IST (Afternoon) or 3:00 PM to 12:00 AM IST (Evening)