Senior /Lead Solution Engineer

Exalans and Hunar; Thiruvananthapuram; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Exalans and Hunar in Thiruvananthapuram, India is seeking a motivated customer-oriented product support specialist to join our team. You will serve as the primary contact for customers and work cross-functionally to resolve issues and improve the user experience.

The role requires 4-12 years of experience in customer or technical support, strong communication, and a proactive, empathetic approach. You will help users adopt the product, document inquiries, and contribute to knowledge base and QA

Qualifications

• Bachelor's degree in Computer Science, IT or related field.
• 4-12 years of experience required.
• 2-5 years in customer, technical or product support.
• Strong technical aptitude and troubleshooting skills.
• Excellent written and verbal communication.
• Ability to work independently and in a fast-paced environment.
• Familiarity with product development is advantageous.
• Patience, empathy and a customer-first attitude.

Responsibilities

• Provide timely, accurate, and professional customer support.
• Troubleshoot technical issues and provide solutions.
• Collaborate with engineering, product, and other teams to fix defects.
• Educate customers on product features and best practices.
• Document inquiries in a ticketing system for proper resolution.
• Escalate complex issues to higher-level support or engineering teams.
• Create and maintain customer-facing knowledge base articles, FAQs, and troubleshooting guides.
• Provide feedback from customers to help improve product development and UX.
• Participate in product testing and QA to identify potential issues.
• Ensure SLAs are met and customer satisfaction remains high.
• Stay updated on product updates and industry best practices.

Skills

Customer support

Technical troubleshooting

Communication skills

Teamwork

Problem-solving

Empathy

Education

Bachelor's degree in Computer Science / Information Technology

Tools

Ticketing system

Knowledge base tooling

Job description

Thiruvananthapuram, India | Posted on 08/03/2026

Job Overview: We are seeking a highly motivated and customer-oriented individual to join our Product Support Team. The ideal candidate will be responsible for providing high-quality support to customers, a ssisting them in resolving product-related issues, and ensuring that they can use the product efficiently. You will serve as the primary point of contact for customers and work cross-functionally with other teams to improve the overall customer experience.

4-12 years of experienced candidates are required.

Key Responsibilities

• Provide timely, accurate, and professional assistance to customers.
• Troubleshoot technical issues, bugs, and problems with the product or service and provide appropriate solutions.
• Collaborate with engineering, product, and other teams to identify and resolve product defects or gaps.
• Educate customers on product features, best practices, and troubleshooting steps to enhance user experience.
• Document and track customer inquiries and issues in a ticketing system to ensure proper resolution.
• Escalate complex issues to higher-level support or engineering teams as necessary.
• Create and maintain customer-facing knowledge base articles, FAQs, and troubleshooting guides.
• Provide feedback and insights from customers to help improve product development and user experience.
• Participate in product testing and quality assurance to identify potential issues before launch.
• Ensure that service level agreements (SLAs) are met, and that customer satisfaction remains high.
• Stay updated on product updates, new features, and industry best practices.

Requirements

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology or a related field.
• 4-12 years of experienced candidates.
• Proven experience in customer support, technical support, or product support (typically 2-5 years).
• Strong technical aptitude and the ability to troubleshoot and resolve complex product issues.
• Excellent communication skills, both written and verbal.
• Ability to work independently and as part of a team in a fast-paced environment.
• Strong problem-solving skills and attention to detail.
• Familiarity with product development processes is advantageous.
• Patience, empathy, and a customer-first attitude.

Soft Skills

• Strong communication and interpersonal skills.
• Ability to work collaboratively in a team-oriented environment.
• Proactive, self-motivated, and detail-oriented with a focus on continuous improvement.