Product Support Engineer - II (Remote - India)

India
Permanent
Full-time

7 days ago
Apply easily

This position is posted by Jobgether on behalf of Jumio. We are currently looking for a Product Support Engineer - II in India.As a Product Support Engineer II, you will play a pivotal role in ensuring the success of enterprise customers by delivering expert technical support for SaaS products and integrations. You will troubleshoot complex issues, manage technical escalations, and collaborate with cross-functional teams to maintain smooth operations. This position requires strong analytical skills, technical expertise, and excellent communication, as well as the ability to thrive in a fast-paced, multicultural environment. Your work will directly impact customer satisfaction and operational excellence while contributing to a culture of continuous learning and innovation.AccountabilitiesIn this role, you will:

Provide advanced technical support for API, Web, and SDK integrations, resolving escalated issues efficiently.
Serve as a subject matter expert on product functionality, assisting both customers and internal stakeholders.
Analyze, troubleshoot, and reproduce technical problems to provide actionable solutions or workarounds.
Manage technical escalations to completion while keeping customers and internal teams informed with frequent updates.
Perform technical certifications of integrations before launch and maintain accurate documentation.
Contribute to the knowledge base by producing internal and external technical documentation, incident reports, and release notifications.
Collaborate with Product, Engineering, Customer Success, Sales, and Account Management teams in agile environments.
Track and report performance metrics using tools such as Power BI and Excel to identify patterns and drive improvements.

RequirementsTo succeed in this role, you should bring:

3–5 years of experience in SaaS technical support, technical account management, or customer success roles.
Strong technical troubleshooting and problem-solving skills with an analytical mindset.
Experience with API, Web, and SDK (iOS/Android) implementation and integration support.
Excellent technical communication skills, able to explain complex issues to non-technical stakeholders.
Proficiency in reporting tools such as Power BI and Excel, with advanced formula knowledge and pivot tables.
Experience using tools such as JIRA, Salesforce, Confluence, or similar platforms.
Knowledge of web and mobile technologies, including REST, JSON, JavaScript, HTML, CSS, Java, jQuery, AngularJS, React Native, Flutter, iOS, and Android.
Ability to work EMEA hours and participate in standby rotations when required.
Self-organized, detail-oriented, adaptable, and a strong team player with a growth mindset.

Great to have:

Experience certifying API, Web, and Mobile SDK integrations.
Familiarity with analytics platforms beyond Power BI (e.g., Tableau).
Background in identity verification or related SaaS businesses.
BA/BS/MS in Computer Science, MIS, or a related field.

BenefitsThis role comes with:

Competitive salary and performance-based incentives.
Comprehensive medical coverage and insurance benefits.
Flexible work arrangements with remote opportunities.
Opportunities for career growth and professional development.
Collaborative, inclusive, and multicultural work environment.
Exposure to cutting-edge AI, biometrics, and identity verification technologies.
Access to mentorship and cross-functional collaboration with global teams.

Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching.When you apply, your profile goes through our AI-powered screening process designed to identify top talent efficiently and fairly.
🔍 Our AI evaluates your CV and LinkedIn profile thoroughly, analyzing your skills, experience and achievements.
📊 It compares your profile to the job’s core requirements and past success factors to determine your match score.
🎯 Based on this analysis, we automatically shortlist the 3 candidates with the highest match to the role.
🧠 When necessary, our human team may perform an additional manual review to ensure no strong profile is missed.The process is transparent, skills-based, and free of bias — focusing solely on your fit for the role. Once the shortlist is completed, we share it directly with the company that owns the job opening. The final decision and next steps (such as interviews or additional assessments) are then made by their internal hiring team.Thank you for your interest!#LI-CL1

Jobgether