LightMetrics Technologies Pvt.
Ltd | Full time
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.
Education & Experience:
· Bachelor’s degree in computer science, IT, or a related field (or equivalent experience).
· 8+ years of experience in technical support, helpdesk, or IT support roles.
· Experience with ticketing systems (e.g., Zendesk, Freshdesk, ServiceNow, Jira ServiceDesk).
· Fluent in English, Spanish, Brazilian Portuguese, and ideally additional languages.
· Location: Currently residing in Mexico & experience working in Latin America markets.
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 customers.
Key Responsibilities:
Technical Troubleshooting:
· Diagnose and resolve software, hardware, and network-related problems.
· Hands-on experience working with REST API troubleshooting API calls, SQL queries.
· Basic knowledge of Authentication/Authorization: OAuth, JWT, SSO.
· 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.
· 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.
· 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.
We are growing fast, which means you will have a key role in shaping our future.
There is high potential for growth, with talented colleagues in a rapidly expanding company.
We offer compensation that is industry-leading, with significant upside based on meeting targets.
Our work environment is friendly and supportive, fostering a great culture.