Position: Technical Support Engineer / Product Support Engineer
Experience: 2–6 Years
Location: Ahmedabad (Work from Office)
Employment Type: Full-Time
About the Role
We are looking for a proactive and detail-oriented Technical Support / Product Support Engineer who can provide application support, troubleshoot technical issues, coordinate with development teams, and assist in product testing and quality assurance. The ideal candidate should have experience in software support, bug tracking, root cause analysis, and manual testing.
Key ResponsibilitiesTechnical & Product Support
- Provide Level 1 and Level 2 application support to customers and internal teams.
- Analyze, troubleshoot, and resolve product-related issues within defined SLAs.
- Investigate bugs, identify root causes, and coordinate with development teams for fixes.
- Monitor support tickets and ensure timely resolution.
- Document issues, solutions, and troubleshooting steps in the knowledge base.
- Assist customers with product configuration, onboarding, and usage-related queries.
- Reproduce reported issues and validate fixes before deployment.
Testing & Quality Assurance
- Perform manual testing of web and mobile applications.
- Prepare and execute test cases, test scenarios, and test plans.
- Conduct regression, functional, integration, and user acceptance testing.
- Verify bug fixes and ensure product quality before releases.
- Report defects using bug-tracking tools and follow up until closure.
- Participate in product release validation and smoke testing.
Collaboration
- Work closely with Product Managers, Developers, and QA teams.
- Provide feedback to improve product usability and customer experience.
- Support product enhancement initiatives based on customer feedback.
Required Skills
- Experience in Technical Support, Product Support, Application Support, or Software Testing.
- Strong understanding of SDLC and STLC processes.
- Knowledge of Manual Testing concepts and defect lifecycle.
- Experience with SQL queries and database validation.
- Ability to analyze logs and troubleshoot application issues.
- Familiarity with ticketing tools such as Jira, Zoho Desk, Freshdesk, or similar.
- Excellent communication and customer-handling skills.
- Strong analytical and problem-solving abilities.
Preferred Skills
- Experience with API testing using Postman.
- Basic knowledge of Web Applications, REST APIs, and Databases.
- Exposure to Agile/Scrum methodology.
- Experience with SaaS products or enterprise applications.
- Understanding of automation testing tools will be an added advantage.
Qualification
- Bachelor's Degree in Computer Science, IT, MCA, BCA, BE/B.Tech, or related field.
What We Offer
- Opportunity to work on innovative products.
- Collaborative and growth-oriented environment.
- Exposure to product lifecycle management and quality assurance.
- Learning and career advancement opportunities.
Pay: ₹20,000.70 - ₹45,000.47 per month
Work Location: In person
