Mid-Level Product Support Engineer

Company Description

Programmers Force is a dynamic FinTech solution provider that develops innovative web and mobile applications for large-scale financial institutions worldwide. Our expertise includes system integration with AI, API Development and Integration, Fintech Solutions, Enterprise Applications, Mobile App Development, and Big Data Processing. We offer customized technology solutions that align with our clients' business needs, ensuring high-quality services within time and budget constraints. Our team of experts, including web developers, project managers, UI designers, technical writers, and solution engineers, is dedicated to helping organizations stay competitive in the market.

Role Description:

This is a full-time remote role for a Mid-Level Product Support Engineer. The Product Support Engineer will be responsible for providing product support, customer support, and technical support to our clients. Day-to-day tasks include troubleshooting product issues, analyzing technical problems, and ensuring customer satisfaction. The engineer will work closely with other team members to resolve issues and improve product performance.

Key Responsibilities:

• Act as a primary technical contact for product support issues.
• Troubleshoot, diagnose, and resolve software, integration, and configuration problems.
• Collaborate with engineering and QA teams to escalate and resolve critical issues.
• Document solutions, create knowledge base articles, and improve support processes.
• Monitor system performance, conduct root cause analysis, and recommend product improvements.
• Handle client communication, provide timely updates, and ensure SLAs are met.
• Work closely with product and development teams for feature requests and enhancements.

Requirement:

• Bachelor’s degree in Computer Science, Software Engineering, or related field.
• 2–4 years of experience in product/application support (preferably SaaS-based).
• Strong troubleshooting skills in Linux environments, databases (MySQL/PostgreSQL), and APIs.
• Familiarity with web technologies, RESTful services, and cloud environments.
• Experience with ticketing & project management tools (ClickUp, Jira, Zendesk).
• Excellent communication skills for handling technical and non-technical stakeholders.
• Ability to work in a fast-paced, global product-based environment.