Product Support Engineer(HTML/CSS/Javascript)

Wingify; India; On-site; INR 500,000 - 800,000; Full time

Job summary

Wingify is looking for a Product Support Engineer in India. This role involves being the primary technical contact for customers, providing support via chat, email, and calls, and working closely with the development team to resolve issues. Candidates should have a minimum of 2 years in a customer support role, demonstrate strong problem-solving skills, and possess outstanding communication abilities. This is a remote role with a working schedule from 6 PM to 2 AM US time.

Qualifications

• Minimum of 2 years in a customer support role.
• Demonstrated excellence in working with cross-functional teams.
• Outstanding communication, understanding, and writing skills.

Responsibilities

• Serve as the primary technical contact for assigned customers.
• Provide technical support through chat, email and calls.
• Log software defects and work with developers to track resolutions.
• Create knowledge base articles based on common issues.

Skills

Problem-solving skills

Strong written and verbal skills

Technical support

Customer relationship management

Job description

A Product Support Engineer serves as an expert for our product, VWO, and associated web technologies. This is a high-profile customer-facing technical role to find solutions to issues faced by customers with our products and help them work through technical difficulties. The Support Engineer is the technical interface between our customers and VWO’s Development/QA and Product management teams.

Job Responsibilities

• Serve as the primary technical contact for assigned customers, building and maintaining strong relationships
• Provide technical support through chat, email and calls
• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues (B2B SaaS Product)
• Regular and proactive follow-ups with customers with recommendations, workarounds, updates, and action plans
• Log software defects using a bug tracking system and work closely with software developers to analyze the defects and track them to resolution
• Create internal or external knowledge base articles/whitepapers
• Work with the product management team to continuously evolve the product based on customer feedback, reported issues, and new trending technologies
• Prior experience in supporting enterprise customers
• Demonstrated excellence in working with high tech, cross-functional, and multidisciplinary teams
• Outstanding communication, understanding, and writing skills
• Ability to analyze logs to understand the issues, and have a thorough flair for learning new technologies
• Well organized with utmost care to detail, along with good comprehending skills to address issues
• Proactive and results-oriented, with strong prioritization skills and ability to work with multiple customers

Desired Skills & Experience

• Minimum of 2 years in a customer support role
• Strong problem-solving skills
• Strong written and verbal skills
• US - 6 PM to 2 AM (remote role)

EEO Statement

At Wingify, we are committed to building a diverse, equitable, and inclusive workplace. Read more about our policy here - https://wingify.com/careers/equal-opportunity-policy/