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Product Support Specialist
2 months ago
Job Summary:
The Product Support Specialist will be responsible for delivering high-quality software support to customers and partners, ensuring timely and effective resolution of technical issues. This role requires strong analytical and problem-solving skills, as well as excellent communication and collaboration abilities.
Key Responsibilities:
- Technical Support: Provide technical support for assigned software products, including analysis, resolution, and prioritization of complex technical issues.
- Customer Escalations: Effectively manage customer escalations, ensuring high levels of customer satisfaction and timely resolution of complex problems.
- Root Cause Analysis: Conduct thorough root cause analysis of technical issues, utilizing diagnostic tools and resources to identify and resolve problems.
- Product Validation: Validate product bug fixes to ensure regression-free solutions and product functionality.
- Documentation and Communication: Maintain accurate documentation of troubleshooting plans, progress, and solutions, communicating regularly with customers and stakeholders.
- Collaboration and Training: Collaborate with R&D and internal stakeholders to resolve technical issues, and participate in team training and knowledge sharing initiatives.
- Product Supportability and Readiness: Define and report on product supportability and readiness issues during the product life cycle.
- Continuous Improvement: Identify opportunities for continuous improvement, implementing changes to enhance technical support processes and efficiency.
Requirements:
- Education: Bachelor's Degree or higher in Computer Science, Computer Engineering, or equivalent professional experience.
- Experience: 2-5 years of relevant experience in software support, technical analysis, and problem-solving.
- Skills: Strong coding experience, preferably in Java or GoLang, knowledge of SQL and relational databases, experience with diverse operating systems, Linux preferred, and knowledge of cloud infrastructure.
- Tools and Systems: Experience with JIRA or equivalent ticket management systems, Confluence or equivalent document management systems, logs, and server monitoring.
- Communication and Collaboration: Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams and stakeholders.
What We Offer:
- Competitive Compensation: Competitive salary and bonus structure.
- Benefits: Medical, dental, and vision insurance, 3 weeks of paid time off, unlimited sick time, paid holidays, and a collaborative work environment.
- Professional Development: Opportunities for professional growth and development, including training and knowledge sharing initiatives.
About Apptium Technologies:
Apptium Technologies is a leading technology solutions provider to enterprises serving the Communications, Media, Entertainment, and High-Tech industries. Our Cloud Commerce Platform is an XaaS commerce platform with over 28K pre-integrated products, enabling clients to optimize the digital customer journey, harnessing insight-driven data to drive real-time actions and deliver meaningful, customer-centric experiences across all channels.
