Product Support Engineer

IDfy; Mumbai; On-site; INR 350,000 - 500,000; Full time

Job summary

IDfy in Mumbai is seeking a motivated Product/Technical Support Associate to resolve customer issues and enable smooth product usage. You will review strategies, troubleshoot, and communicate effectively with clients to build strong relationships.

Ideal candidates have 0-2 years in support, strong communication, and a basic understanding of REST APIs. Willingness to work rotating shifts and learn new technologies is essential for success in this role.

Qualifications

• 0-2 years of experience in a product support or technical support role.
• Excellent verbal and written communication skills.
• Strong problem-solving skills, with the ability to troubleshoot and find workable solutions.
• Ability to prioritize tickets based on urgency and business impact, with attention to detail.
• Self-motivated and eager to learn and adapt to new technologies.
• Basic understanding of RESTAPIs and their functionality.
• Willingness to work in rotational shifts, even on weekends

Responsibilities

• Review test strategies and see that all the various kinds of testing like unit, functional, performance, stress,acceptance etc are getting covered.
• Defining and executing manual and automation testing strategy.
• Ensuring all development tasks meet quality criteria through test planning, test execution, quality assurance andissue tracking.
• Keep raising the bar and standards of allthe quality processes with every project.
• Identifying best practices & tools in the industry and adopting them from time to time.

Skills

Verbal and written communication

Problem-solving

Prioritization

Adaptability

REST APIs basics

Customer focus

Shifts willingness

Tools

Freshdesk

Jira

Zendesk

ServiceNow

Job description

Job Description:

We’ll Get Along If You Have...

• 0-2years of experience in a product support or technical support role.
• Excellent verbal and written communication skills.
• Strong problem-solving skills, with the ability to troubleshoot and find workable solutions.
• Ability to prioritize tickets based on urgency and business impact, with attention to detail.
• Self-motivated and eager to learn and adapt to new technologies.
• Basic understanding of RESTAPIs and their functionality.
• Willingness to work in rotational shifts, even on weekends

Good-to-Have

• Knowledge ofSQL, with the ability to write basic queries.
• Hands-on experience with ticketing systems like Freshdesk, Jira, Zendesk, or ServiceNow.
• Ability to write simple scripts in languages likePython to automate repetitive tasks or improve troubleshooting efficiency.
• Experience in working closely with customers to resolve issues and build strong relationships through effective communication.
• Basic understanding of cloud platforms such asAWS,Azure, or Google Cloud, particularly for products hosted on cloud infrastructure.
• Familiarity with any one of the monitoring and logging tools like Kibana, Splunk, Nagios, or Grafana for proactive system monitoring and health checks.

Here’s What Your Day Would Look Like...

• Review test strategies and see that all the various kinds of testing like unit, functional, performance, stress,acceptance etc are getting covered.
• Defining and executing manual and automation testing strategy.
• Ensuring all development tasks meet quality criteria through test planning, test execution, quality assurance andissue tracking.
• Keep raising the bar and standards of allthe quality processes with every project.
• Identifying best practices & tools in the industry and adopting them from time to time.

Requirements: