Product Support Engineer

Job Summary

A company is looking for a Product Support Engineer to serve as the front-line connection between customers and engineering teams.

Key Responsibilities

• Investigate, triage, and prioritize complex technical issues, coordinating with engineering and product teams
• Utilize SQL and various debugging tools to diagnose issues at the code and infrastructure level
• Manage a ticket queue, ensuring organization and adherence to SLA targets

Required Qualifications

• 5+ years of experience in technical customer-facing roles within SaaS environments
• Proficiency in SQL and familiarity with debugging tools like Splunk and Chrome developer tools
• Experience in supporting APIs and managing ticketing systems
• Strong technical writing skills for creating documentation and help materials
• Willingness to participate in on-call rotations for incident triage