The Role
Provides ticket-based technical support by diagnosing and resolving software, hardware, network, API, authentication, browser, security, and frontend issues. Manages support tickets within SLAs, communicates solutions and workarounds, documents bugs and troubleshooting steps, and collaborates with Engineering, QA, and Product teams. Maintains knowledge-base content and supports continuous process improvement. The role requires rotational shifts, variable week-offs, and office attendance during day shifts.
Summary Generated by Built In
We are seeking a skilled Product Support Engineer to join our support team and assist customers by resolving technical issues through ticket-based support. The ideal candidate will have strong technical skills, problem-solving abilities, excellent communication skills, and a passion for delivering exceptional customer service. You will diagnose, troubleshoot, and resolve software, hardware, and product/process-related issues while ensuring timely and accurate responses to customer inquiries.
Requirements
Qualifications & Skills:
Education & Experience:
• Bachelor’s degree in computer science, IT, or related field (or equivalent experience).
• 2+ years of experience in technical support, helpdesk, or IT support roles.
• Experience with ticketing systems (e.g., Zendesk, Freshdesk, ServiceNow, Jira Service Desk).
Preferred Skills (Bonus):
• Familiarity with SaaS, cloud platforms (AWS, Azure), or relevant software products.
Soft Skills:
• Strong analytical and problem-solving abilities.
• Excellent written and verbal communication skills.
• Patience and empathy when dealing with frustrated customers.
Note- This requires working in rotational shifts and week-offs and coming to the office when on the day shift.
Key Responsibilities-
Technical Troubleshooting:
• Diagnose and resolve software, hardware, and network-related problems.
• Hands-on experience working with REST API, troubleshooting API calls, and SQL queries
• Basic knowledge of Authentication/Authorization: OAuth, JWT, SSO. Browser Dev Tools: Network tab analysis, console debugging
• Frontend Basics: HTML/CSS/JavaScript troubleshooting
• Basic Web Security: Understanding CORS, XSS, CSRF, SSL/TLS issues
• Log Analysis: grep, awk, sed, log aggregation tools
• Scripting knowledge (Python, PowerShell, Bash) for automation.
• Session Management: Cookie troubleshooting, local/session storage
• Reproduce and document bugs for the product/engineering teams.
• Guide customers through step-by-step solutions or provide workarounds.
Customer Communication:
● Provide clear, concise, and professional responses to customer inquiries.
● Maintain high customer satisfaction by ensuring effective follow-ups and updates.
Collaboration:
• Work closely with cross-functional teams (Engineering, QA, Product) to resolve recurring issues.
• Participate in team meetings to discuss trends, challenges, and process improvements.
Ticket Management:
• Monitor, prioritize, and respond to customer support tickets via email, chat, or helpdesk system (e.g., Zendesk, Jira, Freshdesk).
• Ensure timely resolution of technical issues within defined SLAs (Service Level Agreements). • Escalate complex issues to senior engineers or development teams when necessary.
Documentation & Knowledge Sharing:
• Create and update internal and customer-facing knowledge base articles
• Familiarity with documentation tools such as Confluence, Wiki.js, or FreshDesk, or similar
• Document troubleshooting steps, solutions, and best practices.
Benefits
- Health insurance coverage for self, spouse, and kids.
- Long-term benefit plan with employer matching contributions.
- Opportunities for professional development and advancement within the organization.
Skills Required
- Bachelor's degree in computer science, information technology, or a related field, or equivalent experience
- At least 2 years of experience in technical support, helpdesk, or IT support
- Experience with ticketing systems such as Zendesk, Freshdesk, ServiceNow, or Jira Service Desk
- Hands-on experience troubleshooting REST APIs, API calls, and SQL queries
- Basic knowledge of OAuth, JWT, SSO, browser developer tools, HTML, CSS, JavaScript, web security, log analysis, scripting, and session management
- Familiarity with SaaS, cloud platforms such as AWS or Azure, or relevant software products
- Strong analytical, problem-solving, written, and verbal communication skills
- Availability to work rotational shifts and variable week-offs
- Office attendance when assigned to the day shift
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The Company
What We Do
PowerBridge is an India-based audio visual and IT infrastructure solutions and services provider. It helps customers modernize technology through project delivery, infrastructure upgrades, and telecom initiatives, working with industry-leading technology partners under time-bound service-level agreements. With headquarters in Bangalore and an office in Hyderabad, the company supports customers across India through cross-functional teams focused on reliable, hassle-free technology implementation.
