Lead Solution Engineer

IBS Software; Ernakulam; On-site; INR 600,000 - 1,200,000; Full time

Job summary

IBS Software in India invites a customer-focused Product Support specialist to join our team. You will act as the main point of contact for customers, resolve product-related issues, and ensure customers can use the product efficiently across platforms.

You will troubleshoot, collaborate with engineering and product teams, create knowledge base articles, and help improve the user experience. The role requires strong communication, ITSM tool experience, and the ability to meet SLAs in a

Qualifications

• Bachelor's degree in computer science, IT, or related field.
• 5–7 years of experience in customer or product support.
• Strong technical aptitude and ability to troubleshoot complex issues.
• Excellent written and verbal communication.
• Ability to work independently and in fast-paced teams.
• Familiarity with ITSM tools (ServiceNow, Remedy).
• Patience and customer-first attitude.

Responsibilities

• Provide timely, accurate support to customers.
• Troubleshoot product issues and provide solutions.
• Collaborate with engineering and product teams to resolve defects.
• Educate customers on features and best practices.
• Document customer inquiries in a ticketing system.
• Escalate complex issues to higher-level support or engineering.
• Create and maintain customer-facing knowledge base articles.
• Provide feedback from customers to product development.
• Participate in product testing and QA to spot issues.
• Ensure SLAs are met and customer satisfaction remains high.
• Stay updated on product updates and industry best practices.

Skills

Customer support

Technical troubleshooting

Communication skills

Independence & teamwork

Problem solving

ITSM Tools (ServiceNow & Remedy)

Education

Bachelor's degree in Computer Science or IT

Tools

ServiceNow

Remedy

Job description

Job Description:

We are seeking a highly motivated and customer-oriented individual to join our Product Support Team. The ideal candidate will be responsible for providing high-quality support to customers, assisting them in resolving product-related issues, and ensuring that they can use the product efficiently. You will serve as the primary point of contact for customers and work cross-functionally with other teams to improve the overall customer experience.

Key Responsibilities:

• Provide timely, accurate, and professional assistance to customers.
• Troubleshoot technical issues, bugs, and problems with the product or service and provide appropriate solutions.
• Collaborate with engineering, product, and other teams to identify and resolve product defects or gaps.
• Educate customers on product features, best practices, and troubleshooting steps to enhance user experience.
• Document and track customer inquiries and issues in a ticketing system to ensure proper resolution.
• Escalate complex issues to higher-level support or engineering teams as necessary.
• Create and maintain customer-facing knowledge base articles, FAQs, and troubleshooting guides.
• Provide feedback and insights from customers to help improve product development and user experience.
• Participate in product testing and quality assurance to identify potential issues before launch.
• Ensure that service level agreements (SLAs) are met, and that customer satisfaction remains high.
• Stay updated on product updates, new features, and industry best practices.

Required Qualifications:

• Bachelors degree in Computer Science, Information Technology or a related field.
• Proven experience in customer support, technical support, or product support (typically 5-7 years).
• Strong technical aptitude and the ability to troubleshoot and resolve complex product issues.
• Excellent communication skills, both written and verbal.
• Ability to work independently and as part of a team in a fast-paced environment.
• Strong problem-solving skills and attention to detail.
• Experience in ITSM Tools like Service Now, Remedy etc.
• Familiarity with product development processes is advantageous.
• Patience, empathy, and a customer-first attitude.

Soft Skills:

• Strong communication and interpersonal skills.
• Ability to work collaboratively in a team-oriented environment.
• Proactive, self-motivated, and detail-oriented with a focus on continuous improvement.