Product Support Engineer

AnaquaIndiaFull Time

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Job description

About the role

As a , you will play a vital role in ensuring the seamless operation of our innovative software solutions. Your primary responsibility will be to provide exceptional technical support to our clients, helping them navigate and resolve any issues they encounter while using our products. This position requires a blend of technical expertise and customer service skills, as you will be the first point of contact for clients seeking assistance. You will work closely with our development and product teams to enhance user experience and contribute to the continuous improvement of our software offerings.

Key facts

Location: India

Engagement: Full-time

Salary: Competitive, commensurate with experience

Visa: Sponsorship available for qualified candidates

What you'll do

Serve as the primary technical contact for clients, addressing inquiries and troubleshooting issues related to Anaqua's software solutions.
Analyze and diagnose software problems, providing timely and effective resolutions to ensure customer satisfaction.
Collaborate with cross-functional teams, including product management and engineering, to relay customer feedback and suggest product enhancements.
Create and maintain comprehensive documentation of support processes, solutions, and best practices for internal reference and customer use.
Conduct training sessions and webinars for clients to enhance their understanding of our products and maximize their usage.
Monitor support tickets and ensure they are resolved within established service level agreements (SLAs).
Assist in the development of user guides, FAQs, and other support materials to empower clients in self-service troubleshooting.
Participate in product testing and quality assurance to identify potential issues before they reach customers.
Stay updated on industry trends and advancements in technology to provide informed support and recommendations to clients.
Build strong relationships with clients, fostering trust and loyalty through exceptional service and support.
Identify recurring issues and work with the development team to implement long-term solutions.
Provide feedback on product performance and customer needs to influence future product development and enhancements.

Requirements

Bachelor's degree in Computer Science, Information Technology, or a related field.
A minimum of 2 years of experience in a technical support or product support role, preferably in a software environment.
Strong problem-solving skills with the ability to analyze complex technical issues and provide effective solutions.
Excellent verbal and written communication skills, with a focus on customer service.
Experience with troubleshooting software applications and understanding of software development life cycles.
Familiarity with databases and SQL, as well as basic programming knowledge, is a plus.
Ability to work independently and manage multiple priorities in a fast-paced environment.
Strong attention to detail and a commitment to delivering high-quality support.
Experience with ticketing systems and customer relationship management (CRM) tools.

Nice to have

Knowledge of intellectual property management or related fields is a plus.
Familiarity with cloud-based software solutions and SaaS models.
Experience in a customer-facing role within a technology company.
Certifications in relevant technologies or methodologies (e.g., ITIL, CompTIA) are advantageous.

Skills & tools

Proficiency in troubleshooting software and hardware issues.
Familiarity with programming languages such as Java, Python, or C#.
Experience with web technologies, including HTML, CSS, and JavaScript.
Knowledge of version control systems, such as Git.
Strong analytical skills and the ability to interpret technical information.
Proficient in using support ticketing systems and documentation tools.

Practical notes

This position is based in Hyderabad, India, and offers a full-time engagement with competitive salary and benefits. Candidates must be eligible to work in India, and visa sponsorship is available for qualified individuals. The role may require occasional travel for client meetings or training sessions. The ideal candidate will thrive in a collaborative environment and be passionate about delivering exceptional customer experiences.