Product Support Engineer (Remote)

Job Title: Product Support Engineer

Location: Remote

Shift: 8 am to 5 pm EST

Job Overview:

The Product Support Engineer plays a vital role in ensuring the success of internal and external users by diagnosing and resolving technical issues in applications developed with Java, scripting languages, C#, and T-SQL. With troubleshooting experience, the candidate will demonstrate expertise in debugging jobs, stored procedures, and functions in MS SQL Server. Exceptional problem-solving skills and proven customer service experience are essential for providing timely, effective solutions.

Responsibilities:

• Take ownership of customer-reported issues and oversee their resolution.
• Troubleshoot and resolve problems in systems and applications, particularly in jobs, stored procedures, and functions within MS SQL Server.
• Provide clear and professional support through email, phone, and chat.
• Become a product expert, offering solutions and addressing customer queries effectively.
• Document common issues and create knowledge base articles for efficient support.
• Collaborate with cross-functional teams, including Product Engineering, Infrastructure, and Product Management, to resolve escalated issues.
• Assist with configurations, upgrades, installations, and maintenance operations.
• Maintain records of customer interactions, transactions, and feedback.
• Provide feedback to improve customer service processes and product efficiency.
• Act as a product evangelist, enhancing user understanding of product offerings.
• Support escalations and high-volume intervals as part of a dynamic support team.

Qualifications:

• 8+ years of experience diagnosing and troubleshooting systems/applications developed in Java, scripting languages, C#, and T-SQL.
• MS/BS degree in Computer Science, Engineering, or equivalent preferred
• Proven ability to troubleshoot jobs, stored procedures, and functions in MS SQL Server.
• Excellent problem-solving skills and a strong track record in customer service
• Familiarity with Cosmos DB, Azure Application Insights, and cloud platforms (preferably Azure).
• Experience with Docker, Kubernetes, Web Services, IIS, JSON, REST APIs, and NoSQL is a plus.
• Ability to troubleshoot iOS and Android mobile apps is highly desirable.
• Strong analytical and troubleshooting abilities.
• Excellent verbal and written communication skills in English.
• Ability to manage multiple cases simultaneously and work under minimal supervision.
• Team player with a collaborative mindset and strategic problem-solving capabilities
• Self-motivated and proactive with a positive, can-do attitude.
• Flexible working hours to address customer and project needs.
• Passion for learning and delivering exceptional customer support.