LightMetrics Technologies Pvt. Ltd | Full time We are seeking a skilled Product Support Engineer to join our support team and assist customers by resolving technical issues through ticket-based support. The ideal candidate will have strong technical skills, problem-solving abilities, excellent communication skills, and a passion for delivering exceptional customer service. You will diagnose, troubleshoot, and resolve software, hardware, and product/process-related issues while ensuring timely and accurate responses to customer inquiries. Requirements Education & Experience: · Bachelor’s degree in computer science, IT, or a related field (or equivalent experience). · 8+ years of experience in technical support, helpdesk, or IT support roles. · Experience with ticketing systems (e.g., Zendesk, Freshdesk, ServiceNow, Jira ServiceDesk). · Fluent in English, Spanish, Brazilian Portuguese, and ideally additional languages. · Location: Currently residing in Mexico & experience working in Latin America markets. Preferred Skills (Bonus): · Familiarity with SaaS, cloud platforms (AWS, Azure), or relevant software products. Soft Skills: · Strong analytical and problem-solving abilities. · Excellent written and verbal communication skills. · Patience and empathy when dealing with customers. Key Responsibilities: Technical Troubleshooting: · Diagnose and resolve software, hardware, and network-related problems. · Hands-on experience working with REST API troubleshooting API calls, SQL queries. · Basic knowledge of Authentication/Authorization: OAuth, JWT, SSO. · Basic Web Security: Understanding CORS, XSS, CSRF, SSL/TLS issues. · Log Analysis: grep, awk, sed, log aggregation tools. · Scripting knowledge (Python, PowerShell, Bash) for automation. · Reproduce and document bugs for the product/engineering teams. · Guide customers through step-by-step solutions or provide workarounds. Customer Communication: · Provide clear, concise, and professional responses to customer inquiries. · Maintain high customer satisfaction by ensuring effective follow-ups and updates. · Work closely with cross-functional teams (Engineering, QA, Product) to resolve recurring issues. · Participate in team meetings to discuss trends, challenges, and process improvements. Ticket Management: · Monitor, prioritize, and respond to customer support tickets via email, chat, or helpdesk system (e.g., Zendesk, Jira, Freshdesk). · Ensure timely resolution of technical issues within defined SLAs (Service Level Agreements). · Escalate complex issues to senior engineers or development teams when necessary. Documentation & Knowledge Sharing: · Create and update internal and customer-facing knowledge base articles. · Familiarity with documentation tools such as Confluence, Wiki.js, or Freshdesk or similar. · Document troubleshooting steps, solutions, and best practices. We are growing fast, which means you will have a key role in shaping our future. There is high potential for growth, with talented colleagues in a rapidly expanding company. We offer compensation that is industry-leading, with significant upside based on meeting targets. Our work environment is friendly and supportive, fostering a great culture. #J-18808-Ljbffr