Product Support Engineer

Mojro; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

Mojro is seeking a Product Support Engineer in Bengaluru to handle customer tickets, perform L2 troubleshooting, and ensure SLA adherence in a fast-paced SaaS environment. You will coordinate with internal teams, document issues, and contribute to knowledge bases.

The role requires 2–4 years of SaaS support experience and strong communication skills. Responsibilities include API validation, log collection, and clear customer communication during ticket lifecycles, with shift-readiness for

Qualifications

• 2–4 years of experience in SaaS/Product Support or Technical Support.
• Hands‑on experience with ticketing tools like Freshdesk or similar.
• Knowledge of Postman, APIs, SQL, and Monitoring tools is a plus.
• Good written and verbal communication skills.

Responsibilities

• Handle customer support tickets via Freshdesk (email, chat) or similar tools.
• Act as level 2 support engineer for customer-reported issues and queries.
• Debug, reproduce, categorize, and track tickets per defined SLAs.
• Provide timely updates and maintain clear customer communication throughout ticket lifecycle.
• Resolve standard product usage, configuration, and workflow-related issues.
• Ensure proper ticket hygiene and adherence to defined support processes.
• Perform L2 troubleshooting across product modules and validate issues before escalation.
• Escalate unresolved or complex issues to L3 with proper documentation.
• Coordinate with internal teams for issue follow-ups and resolution tracking.
• Document recurring issues and contribute to knowledge base.

Skills

Customer-first mindset

Structured communication

Problem-solving attitude

Attention to detail

Ability to work in fast-paced support

Education

Bachelor’s degree in Engineering/CS/IT

Tools

Freshdesk

Postman

SQL

Site 24x7

Job description

• Location:** Bengaluru (Work from Office) Experience: 2-4 years

Job Description

• Designation:** Product Support Engineer
• Location:** Bengaluru (Work from Office) Experience: 2-4 years

ABOUT MOJRO

At Mojro, we don’t just optimize logistics – we reimagine it. We are a deep-tech logistics optimization company helping some of the world’s largest FMCG, Pharma, Paints, CEP, and Retail enterprises simplify complex logistics challenges. From reducing transportation costs to boosting service levels, Mojro delivers intelligent, automated, and scalable solutions that transform the way businesses move goods. Trusted by global leaders, our platform powers smarter decision making, faster execution, and sustainable supply chains. If you’re excited about solving high-impact problems with cutting‑edge technology, Mojro is where you’ll find your next big challenge.

KEY RESPONSIBILITIES

1. Ticket Handling & Customer Support

• Handle customer support tickets via Freshdesk (email, chat) or similar ticketing tools.
• Act as level 2 support engineer for customer-reported issues and queries.
• Debug, Reproduce, Categorize, and track tickets as per defined SLAs.
• Provide timely updates and maintain clear customer communication throughout ticket lifecycle.
• Resolve standard product usage, configuration, and workflow-related issues.
• Ensure proper ticket hygiene and adherence to defined support processes.

2. Troubleshooting & Issue Validation

• Perform L2 troubleshooting across product modules.
• Reproduce reported issues and validate problem statements before escalation.
• Collect required logs, screenshots, payloads, and supporting details for investigation.
• Perform basic API validation using dev-tools or Postman when required.
• Escalate unresolved or complex issues to L3 teams with proper documentation.

3. SLA & Escalation Management

• Ensure adherence to defined SLAs, response timelines, and escalation processes.
• Identify critical or high-impact issues and escalate them promptly.
• Coordinate with internal teams for issue follow-ups and resolution tracking.

4. Documentation & Knowledge Management

• Maintain timely ticket updates, follow-ups and resolution notes for each incident.
• Contribute to internal SOPs, troubleshooting guides, and Knowledge Base articles.
• Document recurring issues and common workarounds for future reference.

5. Support Readiness

• Good understanding of SaaS environments.
• Support release validation and customer communication during deployments when required.
• Participate in shift handovers and operational support activities.
• Be flexible to support shift-based (NAMER, APAC) operations when required.

QUALIFICATIONS

• 2-4 years of experience in SaaS/Product Support or Technical Support.
• Hands‑on experience with ticketing tools like Freshdesk or similar.
• Knowledge of Postman, APIs, SQL, and Monitoring tools (e.g. Site 24x7) is a plus.
• Good written and verbal communication skills.
• Ability to handle customer communications calmly and professionally.

SOFT SKILLS

• Customer-first mindset
• Strong ownership and follow-through
• Attention to detail
• Structured communication
• Problem-solving attitude
• Ability to work in fast-paced support environments

EDUCATION

• Bachelor’s degree required; ideally in Engineering, Computer Science, Information Technology, or a related technical field with strong SaaS technical support experience (API testing, debugging, Freshdesk, monitoring tools).
• Additional certifications (ITIL, Support Ops, API fundamentals, SQL basics) are a plus but not mandatory.