Product Support Engineer

Cryptlex · Jammu and kashmir, India

Location: Srinagar, Jammu & Kashmir (On-site)

Experience: 1-3 Years

About the Role

Cryptlex is looking for a Product Support Engineer to provide technical support to customers using our software licensing platform. You will troubleshoot licensing issues, guide customers through SDK and API implementations, and work closely with Engineering to resolve product issues. This role is focused on delivering timely, high-quality technical support and ensuring business continuity for our growing customer base.

Key Responsibilities

• Provide technical support via Gleap, email, and other support channels.
• Investigate and troubleshoot licensing, activation, floating licensing, API, SDK, and integration issues.
• Assist customers with implementing Cryptlex SDKs and Web APIs.
• Reproduce reported issues, collect diagnostic information, and escalate confirmed bugs to Engineering with complete technical details.
• Track customer issues through to resolution and provide timely updates.
• Maintain and improve the knowledge base, documentation, and troubleshooting guides.
• Validate bug fixes and communicate resolutions to customers.
• Collaborate with Sales and Engineering when technical expertise is required during customer evaluations.
• Follow support processes, SLAs, and ticket prioritisation standards.
• Contribute to continuous improvements in support workflows and customer experience.
• Conduct technical product demonstrations and onboarding sessions for prospective and existing customers, showcasing product capabilities and implementation workflows while addressing technical questions.

Requirements

• Bachelor's degree in Computer Science, Engineering, or a related field.
• 1-3 years of experience in technical support, application support, or a similar customer-facing engineering role.
• Strong understanding of software development fundamentals.
• Experience with REST APIs, HTTP, JSON, and API troubleshooting.
• Familiarity with one or more programming languages such as C++, Java, JavaScript, Python, .NET, Go, or Rust.
• Strong analytical and problem-solving skills.
• Excellent written communication and customer-facing skills.
• Ability to diagnose technical issues systematically and work collaboratively with Engineering.

Preferred

• Experience supporting developer-focused SaaS products.
• Familiarity with software licensing concepts, authentication, SDK integration, or cloud platforms.
• Experience with tools such as Postman, Git, and issue-tracking systems.