Product Support Engineer L1

We are looking for a Product Support Engineer (L1) who will serve as the first point of contact for our clients and internal teams regarding product-related technical issues. You will be responsible for diagnosing and resolving basic to moderate technical problems and escalating complex issues to higher-level teams. This is an excellent opportunity for someone with a strong foundation in technology and a passion for customer success.

Responsibilities:

• Provide L1 technical support to users via email, chat, and ticketing systems.
• Understand and troubleshoot issues related to our web-based applications.
• Debug and resolve front-end issues involving HTML, CSS, and JavaScript.
• Review Java-based backend logs and identify errors to help narrow down root causes.
• Escalate unresolved issues to the L2/L3 engineering or product teams with clear documentation.
• Maintain knowledge base articles and support documentation.
• Collaborate closely with QA, engineering, and product teams to improve product reliability and customer experience.

Requirements:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Strong understanding of Java, HTML, CSS, and JavaScript.
• Basic knowledge of how web applications work (HTTP, APIs, DOM, browser tools).
• Excellent problem-solving and analytical skills.
• Strong verbal and written communication skills.
• Eagerness to learn and grow within a fast-paced environment.
• Ability to multitask and manage time effectively.

Good to Have (Bonus):

• Familiarity with ticketing tools like Jira, Freshdesk, or Zendesk.
• Exposure to log monitoring tools or basic debugging practices.
• Basic knowledge of REST APIs and JSON.