About the role
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.