Product Support Engineer
Core
Investigating, triaging, and resolving technical incidents and service requests for customers while liaising with development teams and suppliers.
Role type
Product Support Engineer (IT Service Management)
Builds
IT service delivery and operational stability for enterprise clients
Domain
IT Services / Enterprise Software Support
Deliverable
client delivery
Required skills
Incident management, troubleshooting, ITSM tool usage, ticket management, technical documentation, stakeholder communication, process adherence
Preferred skills
ITIL accreditation, knowledge base maintenance, defect investigation with dev teams, onshore-offshore model experience, commercial awareness
Technologies
Microsoft Windows, Microsoft applications, ITSM platforms
Responsibilities
Investigate and resolve incidents to closure, provide direct technical support to customers, liaise with development teams and suppliers, manage incident and service request queues, create and update engineering documentation, capture case notes in ITSM tools, log tickets with third-party suppliers
Seniority
Mid-level IC
