Senior Solution Engineer at IBS Software Services America, INC.

, kerala, India -

Full Time

Start Date

Immediate

Expiry Date

10 Aug, 26

Salary

0.0

Posted On

12 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Troubleshooting, Customer Support, ITSM Tools, Service Now, Remedy, Product Support, Problem Solving, Technical Documentation, Cross-functional Collaboration, Quality Assurance, Communication Skills, Interpersonal Skills

Industry

Software Development

Description

Job Role: Senior Solution Engineer 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, assisting 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. 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. Required Qualifications: * Bachelor's degree in Computer Science, Information Technology or a related field. * 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. * Experience in ITSM Tools like Service Now, Remedy etc. * 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.

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Responsibilities

The role involves providing high-quality technical support to customers to resolve product issues and ensure efficient product usage. The engineer will collaborate with cross-functional teams to fix product defects and maintain a customer-facing knowledge base.