Product Support Engineer

Designation: Product Support Engineer

Location: Bengaluru (Work from Office) Experience: 2-4 years

ABOUT MOJRO

At Mojro, we don t just optimize logistics - we reimagine it. We are a deep-tech logistics optimization company helping some of the world s largest FMCG, Pharma, Paints, CEP, and Retail enterprises simplify complex logistics challenges. From reducing transportation costs to boosting service levels, Mojro delivers intelligent, automated, and scalable solutions that transform the way businesses move goods. Trusted by global leaders, our platform powers smarter decision making, faster execution, and sustainable supply chains. If you re excited about solving high-impact problems with cutting-edge technology, Mojro is where you ll find your next big challenge.

KEY RESPONSIBILITIES

1. Ticket Handling & Customer Support

• Handle customer support tickets via Freshdesk (email, chat) or similar ticketing tools.
• Act as level 2 support engineer for customer-reported issues and queries.
• Debug, Reproduce, Categorize, and track tickets as per defined SLAs.
• Provide timely updates and maintain clear customer communication throughout ticket lifecycle.
• Resolve standard product usage, configuration, and workflow-related issues.
• Ensure proper ticket hygiene and adherence to defined support processes.

2. Troubleshooting & Issue Validation

• Perform L2 troubleshooting across product modules.
• Reproduce reported issues and validate problem statements before escalation.
• Collect required logs, screenshots, payloads, and supporting details for investigation.
• Perform basic API validation using dev-tools or Postman when required.
• Escalate unresolved or complex issues to L3 teams with proper documentation.

3. SLA & Escalation Management

• Ensure adherence to defined SLAs, response timelines, and escalation processes.
• Identify critical or high-impact issues and escalate them promptly.
• Coordinate with internal teams for issue follow-ups and resolution tracking.

4. Documentation & Knowledge Management

• Maintain timely ticket updates, follow-ups and resolution notes for each incident.
• Contribute to internal SOPs, troubleshooting guides, and Knowledge Base articles.
• Document recurring issues and common workarounds for future reference.

5. Support Readiness

• Good understanding of SaaS environments.
• Support release validation and customer communication during deployments when required.
• Participate in shift handovers and operational support activities.
• Be flexible to support shift-based (NAMER, APAC) operations when required.

QUALIFICATIONS

• 2-4 years of experience in SaaS/Product Support or Technical Support.
• Hands-on experience with ticketing tools like Freshdesk or similar.
• Knowledge of Postman, APIs, SQL, and Monitoring tools (e.g. Site 24x7) is a plus.
• Good written and verbal communication skills.
• Ability to handle customer communications calmly and professionally.

SOFT SKILLS

• Customer-first mindset
• Strong ownership and follow-through
• Attention to detail
• Structured communication
• Problem-solving attitude
• Ability to work in fast-paced support environments

EDUCATION

• Bachelor s degree required; ideally in Engineering, Computer Science, Information Technology, or a related technical field with strong SaaS technical support experience (API testing, debugging, Freshdesk, monitoring tools).
• Additional certifications (ITIL, Support Ops, API fundamentals, SQL basics) are a plus but not mandatory.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.