Product Solution Engineer

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Requirements:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 3+ years in Product Ops, Consultant, Data, Solutions roles or related fields
• Should have troubleshooting and debugging experience.
• Experience working with cross-functional teams (e.g., Engineering, Design, Product Management)
• Proven experience in a technical support or product solution role, preferably within a SaaS environment.
• Basic knowledge of APIs, databases, and UI technologies such as Vue.js, MongoDB, and RESTful APIs.
• Project management tools (e.g., ClickUp, Freshdesk)
• Familiarity with product development methodologies (e.g., Agile)
• Experience with automation tools is a plus(e.g., Zapier, Automator)
• Ability to work with stakeholders to assess potential risks.
• Ability to analyze existing tools and databases and provide software solution recommendations.
• Ability to translate business requirements into non-technical lay terms.
• Ability to read APIs.

Responsibilities:

• Act as the primary point of contact for customer issues related to phone services on our SaaS platform.
• Handle customer tickets promptly, ensuring timely and effective resolution.
• Collaborate closely with development and support teams to diagnose, troubleshoot, and resolve issues.
• Analyse tickets and find patterns for Product Enhancements.
• Provide clear and concise communication to customers regarding the status and resolution of their issues.
• Maintain detailed records of customer interactions and resolutions in our ticketing system.
• Participate in agile development processes, contributing to sprint planning, stand-ups, and retrospectives.
• Utilize your knowledge of APIs, databases, and UI technologies to analyze and resolve technical problems.
• Develop and maintain documentation for troubleshooting processes and solutions.