Technical Product Support Engineer

• Act as the first point of contact for customers, ensuring prompt acknowledgment and response to queries/issues.
• Understand customer concerns quickly, ask the right questions, and capture issues clearly and accurately.
• Perform initial triage, categorization, and prioritization of tickets based on impact and urgency.
• Carry out first-level troubleshooting using available tools, dashboards, logs, and predefined playbooks.
• Provide clear, concise, and timely communication to customers, keeping them informed on progress and next steps.
• Apply logical thinking to suggest immediate workarounds or guidance to customers where applicable.
• Escalate issues to L2/L3 teams with well-documented context, observations, and findings.
• Coordinate with internal teams to ensure smooth follow-up and timely resolution of escalated issues.
• Maintain accurate and structured documentation in tickets to support faster resolution and future reference.
• Contribute to improving FAQs, knowledge base, and troubleshooting guides based on recurring issues.
• Ensure a positive customer experience by being responsive, empathetic, and solution-oriented.

• Experience in Technical Support / Client Support / Product Support (L1).
• Basic understanding of APIs (REST/JSON), logs, and system workflows.
• Familiarity with tools like ticketing systems (Jira, Zoho Desk, etc.).
• Strong analytical and logical thinking with the ability to break down problems step-by-step.
• Excellent written and verbal communication skills.
• Ability to understand customer context quickly and respond appropriately.

• Exposure to log monitoring tools (Kibana, CloudWatch, etc.).
• Understanding of cloud-based applications or SaaS products.
• Prior experience in customer-facing technical roles.
• Basic understanding of SQL / Linux / Networking concepts

• Quick thinker with the ability to understand customer issues and respond with clarity and confidence.
• Strong communicator who can translate technical concepts into simple, customer-friendly language.
• An analytical and logical approach to problem-solving with a structured troubleshooting mindset.
• Customer-focused attitude with empathy, patience, and professionalism.
• High ownership and accountability, with a proactive approach to learning and improvement.
• Detail-oriented with the ability to document issues, observations, and resolutions clearly.
• Comfortable working in a fast-paced, dynamic environment with shifting priorities.
• Effective collaborator who works seamlessly across teams and ensures smooth escalations and follow-ups.
• Keen interest in developing technical expertise in support, systems, and product environments.

• Interesting and challenging work in mid-size and fast-growing company.
• Exciting projects involving cutting edge technologies (Artificial Intelligence, IoT, Voice Technology, Virtual Reality).
• Professional development opportunities.
• Modern and comfortable office facilities.
• Excellent benefits and compensation package.
• The company is all about new technologies. Don’t restrict yourself to the ongoing developments other than that you can come up with your new ideas and will be appreciated.

DigiValet