Product Support Engineer

BrightEdge; India; Remote; INR 500,000 - 1,000,000; Full time

Benefits offered by this job

Opportunity to grow into advanced roles

Collaborative culture

Job summary

A leading enterprise SaaS platform is seeking a Product Support Engineer to provide exceptional technical support in a fast-paced environment. This remote role in India requires 1-3 years of experience in product or technical support, strong troubleshooting skills, and familiarity with APIs. You will resolve technical issues, manage ticket lifecycles, and ensure high customer satisfaction. Join a collaborative culture with opportunities for growth in advanced technical roles.

Qualifications

• 1–3 years of experience in Product Support or Technical Support.
• Hands-on experience with ticketing systems.
• Strong understanding of REST APIs and HTTP status codes.
• Solid analytical and problem-solving skills.
• Ability to prioritize and manage multiple tickets.

Responsibilities

• Provide high-quality technical support via ticketing systems.
• Investigate and troubleshoot API and integration issues.
• Document known issues and solutions.
• Monitor recurring issues and suggest improvements.
• Communicate clearly with stakeholders.

Skills

Troubleshooting skills

API experience

Customer-first mindset

Analytical skills

Verbal communication

Tools

Zendesk

Jira Service Management

Job description

Location: India (Remote)

Shift: EST Coverage — 4:30 PM to 12:30 AM IST

Company: BrightEdge

About the Role

BrightEdge is seeking a detail-oriented Product Support Engineer to deliver world-class technical support in a fast-paced SaaS environment. This role is ideal for someone with strong troubleshooting skills, hands‑on experience with APIs and webhooks, and a customer‑first mindset. You will work closely with customers, Product, and Engineering teams to resolve technical issues efficiently and improve overall customer experience.

Key Responsibilities

• Provide timely and high-quality technical support to BrightEdge customers via ticketing systems, email, and internal tools
• Investigate and troubleshoot issues related:
• API failures and integrations
• Webhook delivery and configuration
• Platform performance and functionality
• Own end‑to‑end ticket lifecycle including triage, prioritization, investigation, resolution, and follow‑up
• Maintain SLAs by effectively managing ticket queues and escalations
• Reproduce customer‑reported issues and collaborate with Engineering for complex bug fixes
• Document troubleshooting steps, known issues, and solutions in the knowledge base
• Monitor recurring issues and proactively suggest product or process improvements
• Provide clear, concise communication to both technical and non‑technical stakeholders
• Support incident management during EST working hours

Required Qualifications

• 1–3 years of experience in Product Support, Technical Support, or SAAS Software Support within a SaaS environment
• Hands‑on experience with ticketing systems (e.g., Zendesk, Freshdesk, Jira Service Management, etc.)
• Strong understanding of REST APIs, HTTP status codes, and API troubleshooting
• Experience working with webhooks and event‑driven integrations
• Solid analytical and problem‑solving skills
• Ability to prioritize and manage multiple support tickets effectively
• Strong written and verbal communication skills
• Comfortable working EST‑aligned shift (4:30 PM – 12:30 AM IST)

Preferred Qualifications

• Experience supporting marketing technology or SEO platforms
• Basic knowledge of SQL for data validation and troubleshooting
• Experience working in a customer‑facing technical role
• Exposure to incident management processes
• Strong ownership and accountability
• Ability to work under pressure and meet SLAs
• Cross‑functional collaboration

What Success Looks Like

• Consistently meets or exceeds ticket SLA targets
• Quickly identifies root causes of API and webhook issues
• Maintains high customer satisfaction (CSAT)
• Contributes to reduction in repeat support issues
• Builds strong partnership with Product and Engineering teams

Why Join BrightEdge

• Work with a leading enterprise SaaS platform in SEO and digital marketing
• Exposure to complex, large‑scale customer environments
• Opportunity to grow into advanced technical or customer success roles
• Collaborative and innovation‑driven culture