Senior Product Support Engineer

Chargebee; Chennai; On-site; INR 600,000 - 800,000; Full time

Job summary

A leading SaaS company in Chennai is seeking a Mid-Senior level Technical Support Consultant to provide advanced product support. The ideal candidate should have a Bachelor's in Computer Science and 1-5 years of experience in a customer-facing role. Responsibilities include troubleshooting API issues and converting customer needs into product solutions. Flexibility to work in shifts is required.

Qualifications

• 1-5 years of experience working in a customer-facing role for a SaaS product.
• Proven experience with payment gateways and invoicing tools.

Responsibilities

• Offer advanced technical product support to clients.
• Understand customer technical setup and troubleshoot API-related issues.
• Convert customer pain points into product capabilities.

Skills

Customer-facing role experience

Problem solving

Flexibility to work in shifts

Education

Bachelor's degree in Computer Science

Tools

Salesforce

Quickbooks

Xero

Job description

Responsibilities

• Offer advanced technical product support via various mediums to clients by developing in-depth knowledge of our product offerings.
• Understand the technical setup of the customer and utilize tools like Postman to test and troubleshoot API-related issues.
• Understand the external tools like Salesforce, Netsuite, and Quickbooks that the product integrates with and provide optimal solutions.
• Understand the pain points of the customers and convert them into product capabilities.
• Apply the acquired product knowledge to convert technical know-how into easily understandable knowledge articles that can help with self-serve capabilities.
• Follow a holistic approach to solving the customer problems by providing solutions rather than answers to the customer’s queries.
• Make use of the industry experience to come up with innovative solutions that help increase efficiency.
• Supporting customers 24*7 and working in shifts.

Qualifications/Skills required

• Bachelor's degree in Computer Science or certification in relevant technologies or equivalent practical experience.
• 1-5 years of experience working in a customer-facing role for a SaaS product.
• Prior experience working with at least one of the tools like Salesforce, Quickbooks, Xero, E-commerce platforms.
• Proven experience with payment gateways, subscription management tools, and invoicing tools within the Fintech realm
• Excellent problem solving, logical thinking capabilities.
• Flexibility to work in shifts.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Consulting, Engineering, and Design

Industries

• Software Development
• IT Services and IT Consulting
• IT System Custom Software Development