Summa Linguae Technologies is looking to recruit an IT Support Engineer to work as part of a team that oversees Product support for End users The primary responsibility of the IT Support Engineer will be to take ownership of providing customer support In addition, the IT Support Engineer should proactively provide suggestions to constantly design better and user-friendly technology solutions As a member of the team, you will work on all aspects of product support to provide excellent technical support to our customer This is a great opportunity to with cross-functional, multi cultural team and to work with exciting and challenging technologies Required Skills/Experience: Around 3-5 years experience in Customer Support, Customer Service and Technical Product Support roles. Technical expertise in SaaS products and proficiency in troubleshooting technical issues related to SaaS platforms. Develop and maintain expert knowledge of the product by updating on new features, reading community forums, product documentation. Technical Knowledge Good understanding of SAAS products and technologies. Experience working with MySQL DB, REST API Customer Focus Strong customer focus and ability to understand their needs. Good communication written and spoken in English. Ability to break down complex issues and provide solutions to technical and non-technical users. Issues/Ticket Management Monitor and resolve support tickets and prioritize customer issues. Ensure timely resolution of tickets as per defined (SLAs). Coordinate with external product vendors to resolve product related issues, provide feedback and suggest improvements. Work with internal/external teams to resolve complex technical issues. Communicate effectively with end users to gather specific details of the issues, provide timely updates on issue resolution. Training and Documentation Conduct training sessions on best practices, new features, and efficient use of product features Create learning modules, self-help guides, and FAQ articles. Qualifications: Minimum Bachelors degree in technology.