Job Description
We Are HIRING
Product Support Engineer
Medcube USA Is Seeking A Talented And Customer-Focused Product Support Engineer To Join Our Growing Technology Team. This Role Offers The Opportunity To Provide Technical Support For Modern Software Products While Working Within An Innovation-Driven Environment.
As A Product Support Engineer, You Will Be Responsible For Troubleshooting Software Issues, Collaborating With Engineering Teams, And Ensuring Customers Receive Timely And Effective Solutions. You Will Contribute To Improving Product Quality, Support Processes, And Customer Satisfaction While Maintaining High Standards Of Technical Excellence.
If You Are Passionate About Problem-Solving, Customer Success, And Delivering Exceptional Support Experiences, We Encourage You To Apply.
Key Responsibilities:
- Serve As The Primary Technical Contact For Customer-Reported Issues Related To Our Software Products.
- Troubleshoot And Diagnose Software Bugs, Configuration Issues, And Performance Bottlenecks.
- Reproduce Customer Issues In Test Environments To Aid In Root Cause Analysis.
- Collaborate With Internal Engineering Teams To Escalate And Resolve Complex Technical Problems.
- Provide Timely Updates And Clear Communication To Customers Throughout The Support Process.
- Develop And Maintain Knowledge Base Articles, Technical Documentation, And Support Resources.
- Participate In Product Testing And Quality Assurance Activities During New Releases.
- Monitor System Performance And Provide Recommendations For Improvements.
- Maintain Logs And Records Of Issues, Resolutions, And Recurring Problems.
- Contribute To Continuous Improvement Initiatives For Support Processes And Customer Experience.
Required Qualifications:
Education
- Bachelor's Degree In Computer Science, Information Technology, Software Engineering, Or A Related Field, Or Equivalent Practical Experience.
Experience
- 2+ Years Of Experience In Technical Support, Software Engineering, Or A Related Role.
- Experience Supporting SaaS Or Enterprise-Level Software Products.
- Experience Working With Issue Tracking Or Ticketing Systems Such As Jira, Zendesk, Or Freshdesk.
- Experience Troubleshooting Application, Database, And Integration Issues.
Technical Competencies:
- Strong Troubleshooting And Analytical Skills.
- Good Understanding Of Software Development Concepts And System Architecture.
- Proficiency In One Or More Programming Or Scripting Languages Such As Python, JavaScript, Java, Or Bash.
- Familiarity With SQL Databases And Query Writing.
- Understanding Of REST APIs And Web Services.
- Familiarity With Cloud Platforms Such As AWS, Azure, Or Google Cloud Platform.
- Understanding Of Networking Concepts, HTTP Protocols, And Web Technologies.
- Experience Using Ticketing And Incident Management Systems.
- Ability To Document Issues, Solutions, And Technical Procedures Effectively.
- Excellent Written And Verbal Communication Skills.
- Ability To Prioritize Multiple Tasks And Work Effectively In A Fast-Paced Environment.
Preferred (Nice To Have)
- Experience Supporting Healthcare Or Enterprise Applications.
- Familiarity With Monitoring And Logging Tools.
- Exposure To DevOps Practices And CI/CD Pipelines.
- Experience With Docker Or Containerization Technologies.
- Understanding Of Microservices Architectures.
- Knowledge Of Linux Administration And Shell Scripting.
- Experience With Performance Tuning And System Optimization.
- Exposure To AI-Enabled Or Cloud-Native Applications.
What We Offer
- Hands-On Experience Working On Real-World Enterprise Applications.
- Mentorship From Experienced Software Engineers And Architects.
- Exposure To Modern Software Development Tools, Frameworks, And Best Practices.
- Opportunity To Learn Full-Stack Development Using .NET And Angular.
If You Are A Proactive Problem-Solver With A Passion For Customer Success And Technical Excellence, We Would Be Delighted To Connect With You.
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