Product Support Specialist

Retailcloud; Kozhikode district; On-site; INR 400,000 - 700,000; Full time

Benefits offered by this job

Competitive Pay

Performance Bonus

Longevity Bonus

Monthly Fun & Entertainments Programs

Office Pantry Tea & Snacks

Paid Time Off

Parental Leave Policy

Medical Coverage - Employee & Family

Job summary

retailcloud is seeking a customer-focused support engineer to handle queries via calls, tickets, and chats. You will debug APIs, analyze logs, and collaborate with Development, QA, and DevOps to resolve issues efficiently while documenting resolutions for non-technical teams.

Knowledge of SQL, cloud platforms (Azure/AWS/Google Cloud), and familiarity with POS systems or SaaS apps will help in understanding retail workflows and merchant operations.

Qualifications

• SQL knowledge and ability to write queries.
• Familiarity with debugging APIs, middleware systems, and integration tools.
• Exposure to cloud platforms like Azure, AWS, or Google Cloud.
• Experience with POS systems or SaaS-based applications.
• Understanding of retail, e-commerce, or payment systems workflows and merchant operations.
• Strong documentation skills for creating documents for non-technical teams, troubleshooting guides, and technical manuals.
• Experience in cross-team collaboration, working with development, QA, and DevOps teams.
• Ability to manage escalations efficiently and ensure timely resolutions.
• Proactive problem solver with a customer-focused approach.
• Excellent communication and interpersonal skills for handling escalations and training others.

Responsibilities

• Respond to customer queries via calls, tickets, and chats.
• Collaborate effectively with Development, QA, and DevOps teams during issue fixes and release cycles.
• Document resolutions, processes, and known issues clearly and comprehensively.
• Follow Standard Operating Procedures and maintain up-to-date troubleshooting guides.
• Analyze logs and data to identify root causes and provide long-term solutions.

Skills

Customer support

SQL

API debugging

Cloud platforms

POS systems

Documentation

Cross-team collaboration

Escalations management

Communication

Training others

Analytical thinking

Job description

retailcloud is a cloud-based retail point of sale solution for Android and Windows that

provides businesses of all sizes access to tablet, windows and phone solutions with

API integration to ERP and ecommerce systems. We provide retailers a way to

increase sales, better manage inventory, collect valuable data on the shopping habits of

their customers.

retailcloud platform consists of omni channel apps, API's, payments & analytics

applications for business owners. We help small, mid & Large businesses and make

Respond to customer queries via calls, tickets, and chats.

Strong communication and customer service skills: Strong ability to explain technical solutions to non-technical stakeholders.

Documentation Skills: Capability to clearly and comprehensively document issue resolutions, processes, and known issues.

Ability to follow Standard Operating Procedures.

Basic SQL Skills: Ability to write and execute queries to analyze and troubleshoot data-related issues.

Log Research Expertise: Proficiency in investigating system and application logs to identify root causes.

Advanced Troubleshooting: Experience in resolving issues escalated by L1 teams, ensuring timely and accurate resolutions.

Analytical Thinking: Ability to analyze recurring problems and provide insights to prevent future occurrences.

Coordination Skills: Collaborating effectively with Development, QA, and DevOps teams during issue fixes and release cycles.

POS System Knowledge: Familiarity with POS systems and their configurations would be an added advantage

Requirements

• SQL knowledge, including experience in writing queries.
  
• Familiarity with debugging and analyzing APIs, middleware systems, and integration tools.
  
• Exposure to cloud platforms like Azure, AWS, or Google Cloud.
  
• Experience with POS systems or SaaS-based applications.
  
• Understanding of retail, e-commerce, or payment systems workflows and merchant operations.
  
• Strong documentation skills for creating documents for the Non technical teams, troubleshooting guides, and technical manuals.
  
• Experience in cross-team collaboration, working with development, QA, and DevOps teams.
  
• Ability to manage escalations efficiently and ensure timely resolutions.
  
• Proactive problem solver with a customer-focused approach.
  
• Excellent communication and interpersonal skills for handling escalations and training others
  
• Competitive Pay
  
• Performance Bonus
  
• Longevity Bonus
  
• Monthly Fun & Entertainments Programs
  
• Office Pantry filled with Tea & Snacks
  
• Paid Time Off
  
• Parental Leave Policy
  
• Medical Coverage - Insurance for Employee and Family