product Support Engineer

About Us Power Bridge is a customer centric AV & IT Infrastructure Solution & Services Provider, pivoting to bridge the Gap between innovative IT products, solutions and Customer needs.

With Offices in Bangalore (HQ) and Hyderabad, we boast the capabilities and operational excellence to execute projects for our customers across India.

Our Passionate teams across business functions work in tandem with our Industry leading Technology partners to deliver hassle-free technology upgrades projects with time bound SLA’s.

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 Qualifications & Skills: Education & Experience

• Bachelor’s degree in computer science, IT, or related field (or equivalent experience).
• 2+ years of experience in technical support, helpdesk, or IT support roles.
• Experience with ticketing systems (e.g., Zendesk, Freshdesk, ServiceNow, Jira Service Desk).

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 frustrated customers.

Note- This requires working in rotational shifts and week-offs and coming to the office when on the day shift. Key Responsibilities- Technical Troubleshooting:

• Diagnose and resolve software, hardware, and network-related problems.
• Hands-on experience working with REST API, troubleshooting API calls, and SQL queries
• Basic knowledge of Authentication/Authorization: OAuth, JWT, SSO. Browser Dev Tools: Network tab analysis, console debugging
• Frontend Basics: HTML/CSS/JavaScript troubleshooting
• 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.
• Session Management: Cookie troubleshooting, local/session storage
• 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.

Collaboration

• 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.

Benefits

• Health insurance coverage for self, spouse, and kids.
• Long-term benefit plan with employer matching contributions.
• Opportunities for professional development and advancement within the organization.