Product Support Engineer

Roles and responsibilities:

• Communicate with customers in a friendly and professional manner and help them resolve any problems faced when using the product.
• Provide Omnichannel support over chat, email, phone and social media.
• Help fix any bugs that crop up in the product and contribute to the feature documentation.
• Work with our development team and suggest updates and features to continuously improve the customer experience.
• Ensuring speedy resolution of customer issues while maintaining high customer satisfaction.
• Participate in the product planning process to ensure that features requested by customers are prioritized and implemented.
• Strive to deliver a WOW! effect for our customers, to further enhance their perception of our product and company.
• Flexibility of working in shifts.

Skills and Qualifications:

• B.Tech / BE Graduates only. 
• You are extremely passionate about technology - and can't live without your smartphone!
• Strong understanding of email protocols (SMTP, IMAP, POP3) and experience with configuring and troubleshooting email systems, including managing DNS records such as SPF, DKIM, and DMARC to ensure secure and reliable email delivery.  
• Hands-on experience with email security practices, including spam filtering, phishing prevention, email encryption, and familiarity with various email platforms to safeguard communication. 
• Proficient in email server configuration and troubleshooting, working with mail clients using IMAP/POP/SMTP protocols, and resolving issues related to server-side scripts, domain names, and basic networking and DNS configurations.
• You are well-versed with, and highly interested in, Internet and mobile communication.
• A natural inclination to being curious, someone who is Research-driven and good researching skills on the internet.
• Good to have front end coding skills (Javascript) for customizing our Help Center and an understanding APIs and webhooks.
• You have excellent written skills, and can explain concepts through clear and accurate writing.
• You have a way with people, and particularly good explanation skills.
• You think the Team’s victory is worth more than individual heroics.
• Ability to complete large volumes of work quickly and independently with a high level of drive, initiative and self-motivation.
• Most of all, you enjoy working in a fast paced and dynamic environment full of young, overachieving tech enthusiasts.
• Flexible working in shifts including Night shifts