Product Support Engineer

Responsibilities:

• Act as the primary technical point of contact for customer support requests and product-related issues.
• Troubleshoot and resolve application, API, and integration issues in a timely manner.
• Investigate customer-reported bugs by analysing logs, API responses, and system behaviour.
• Work closely with Engineering and Product teams to reproduce, prioritise, and track issues through resolution.
• Monitor product health and proactively identify recurring issues to improve customer experience.
• Assist customers with product onboarding, configuration, and best practices.
• Perform root cause analysis (RCA) for production incidents and document findings.
• Maintain knowledge base articles, troubleshooting guides, FAQs, and internal documentation.
• Support REST APIs, authentication mechanisms, webhooks, and third-party integrations.
• Collaborate with cross-functional teams to improve product quality and customer satisfaction.

Requirements:

• 1+ years of experience in Technical Support, Product Support, Application Support, or Technical Operations.
• Good understanding of REST APIs and experience using tools such as Postman or Insomnia.
• Basic knowledge of SQL for querying and validating data.
• Good understanding of HTTP methods, status codes, authentication (OAuth, API Keys, JWT), and JSON.
• Experience troubleshooting web applications and SaaS products.
• Familiarity with log analysis tools and debugging production issues.
• Basic understanding of Linux commands and shell environments.
• Excellent analytical and problem-solving skills.
• Strong verbal and written communication skills with a customer-first mindset.
• Ability to prioritise multiple issues and work effectively in a fast-paced startup environment.