Product Support Engineer – Technical Support

About the role

We are seeking a proactive Product Support Engineer to join our Managed Services team. You will monitor and maintain customer services, provide technical assistance, and ensure high availability and customer satisfaction.

Key responsibilities

• Monitor and maintain customer services to guarantee optimal performance.
• Provide technical and product support via tickets, email, phone, and remote sessions.
• Troubleshoot application, OS, networking, and service‑related issues.
• Analyze logs, perform initial root‑cause analysis, and document incidents.
• Coordinate daily operational activities, change requests, and customer requests with internal teams.
• Escalate complex problems and follow up until resolution.
• Conduct routine health checks and validate services after deployments or configuration changes.
• Adhere to Service Level Agreements and participate in 24×7 shift rotations.

Required profile

• 2‑3 years of experience in technical or product support (L2).
• Graduate degree with a basic Linux certification (Linux Essentials, RHCSA, LPIC‑1, CompTIA Linux+ or equivalent).
• Comfortable working in a 24×7 rotational shift and onsite environment.
• Strong verbal and written communication, customer‑service orientation, and ability to work both independently and in a team.

Required skills

• TCP/IP networking concepts.
• Networking protocols: HTTP, HTTPS, DNS, SSH, FTP, SMTP.
• Hands‑on experience with Linux and Windows operating systems.
• Proficiency with troubleshooting tools such as Postman and Wireshark.
• Basic understanding of REST APIs.
• Familiarity with monitoring and log‑analysis tools.
• Knowledge of PostgreSQL or Microsoft SQL Server (optional).