product Support Engineer

Powerbridge; Bengaluru; On-site; INR 420,000 - 660,000; Full time

Benefits offered by this job

Health insurance for self, spouse & 2+

Long-term benefit plan with employer-m

Professional development opportunities

Job summary

Power Bridge Systems Private Limited in Bengaluru, India is seeking a Product Support Engineer to join our support team. You will diagnose, troubleshoot, and resolve software, hardware, and product/process-related issues while ensuring timely and accurate responses to customer inquiries.

The role requires working in rotational shifts and coming to the office on the day shift. You will work with REST API calls, SQL queries, and ticketing systems to maintain high customer satisfaction.

Qualifications

• Bachelor’s degree in computer science, IT, or related field (or equivalent experience).
• 2+ years of experience in technical support, helpdesk, or IT support roles.
• Experience with ticketing systems (e.g., Zendesk, Freshdesk, ServiceNow, Jira Service Desk).

Responsibilities

• Technical Troubleshooting: Diagnose and resolve software, hardware, and network-related problems.
• Customer Communication: Provide clear, concise, and professional responses to customer inquiries.
• Ticket Management: Monitor, prioritize, and respond to customer support tickets via email, chat, or helpdesk system; ensure timely resolution within SLAs.
• Documentation & Knowledge Sharing: Create and update internal and customer-facing knowledge base articles.

Skills

Analytical skills

Communication

Empathy

Education

Bachelor’s degree in CS/IT or related field

Tools

Zendesk

Freshdesk

ServiceNow

Jira Service Desk

Job description

POWER BRIDGE SYSTEMS PRIVATE LIMITED | Full time

Bangalore South, India | Posted on 12/17/2025

Power Bridge is a customer centric AV & IT Infrastructure Solution & Services Provider, pivoting to bridge the Gap between innovative IT products, solutions and Customer needs.

With Offices in Bangalore (HQ) and Hyderabad, we boast the capabilities and operational excellence to execute projects for our customers across India.

Our Passionate teams across business functions work in tandem with our Industry leading Technology partners to deliver hassle-free technology upgrades projects with time bound SLA’s.

Job Description

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.

Requirements

Qualifications & Skills:

Education & Experience:

• Bachelor’s degree in computer science, IT, or related field (or equivalent experience).


• 2+ years of experience in technical support, helpdesk, or IT support roles.


• Experience with ticketing systems (e.g., Zendesk, Freshdesk, ServiceNow, Jira Service Desk).

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 frustrated customers.

Note- This requires working in rotational shifts and week-offs and coming to the office when on the day shift.

Key Responsibilities-

Technical Troubleshooting:

• Diagnose and resolve software, hardware, and network-related problems.


• Hands-on experience working with REST API, troubleshooting API calls, and SQL queries


• 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.

• Health insurance coverage for self, spouse, and kids.
  


• Long-term benefit plan with employer matching contributions.
  


• Opportunities for professional development and advancement within the organization.