Product Solution Engineer

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. Familiarity with product development methodologies (e.g., Agile)

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.