Product Support Engineer

<p><b> JOB TITLE: </b> Product Support Engineer </p><p><b> DEPARTMENT: </b> Technical Support </p><p><b> SHIFT: 9 hours / 24*7: </b> Candidates should be comfortable with a rotational shift and working from the office. </p><p><b> EXPERIENCE: </b>2-3 Years in Technical Service like Product Support, System Admin, L2 tech Support. </p><p><b> QUALIFICATION: </b> Any Graduate. (<b><em> Mandatory: </em></b> Basic Linux Certification (Linux Essentials, RHCSA, LPIC-1, CompTIA Linux+ or equivalent). </p><p><b> OPEN POSITIONS: 5 </b></p><p><b> Job Location: Srinagar (STPI Rangreth)</b></p><p></p><p><b> JOB SUMMARY </b></p><p> We are looking for a proactive and technically skilled Product Support Engineer to join our Managed Services team. The ideal candidate will be responsible for monitoring and maintaining customer services, providing technical and product support, troubleshooting service-related issues, and ensuring high service availability and customer satisfaction. </p><p></p><p><b> ROLES &amp; RESPONSIBILITIES: </b></p><p> Monitor and maintain customer services to ensure high availability and optimal performance. </p><p> Provide technical and product support to customers through tickets, emails, calls, and remote sessions. </p><p> Troubleshoot application, operating system, networking, and service-related issues. </p><p> Analyze logs and perform initial root cause analysis for reported incidents. </p><p> Coordinate with internal teams to execute daily operational activities, customer requests, and change requests to ensure the smooth operation of customer services. </p><p> Escalate complex issues to the appropriate teams and follow up until resolution. </p><p> Perform routine service health checks and validate services after deployments, maintenance, or configuration changes. </p><p> Maintain accurate documentation of incidents, troubleshooting steps, resolutions, and operational activities. </p><p> Ensure incidents and service requests are handled within the defined Service Level Agreements(SLAs). </p><p> Participate in shift rotations and provide on-call support whenever required. </p><p></p><p><b> Required Technical Skills </b></p><p> Good understanding of TCP/IP networking concepts. </p><p> Knowledge of networking protocols such as DNS, SSH, FTP, and SMTP. </p><p> Hands-on experience with Linux and Windows operating systems. </p><p> Experience in technical support and product support. </p><p> Hands-on experience with troubleshooting tools such as Postman and Wireshark. </p><p> Basic understanding of REST APIs. </p><p> Strong analytical, troubleshooting, and problem-solving skills. </p><p></p><p><b> Preferred Skills </b></p><p> Familiarity with monitoring and log analysis tools. </p><p> Basic knowledge of databases such as PostgreSQL or Microsoft SQL Server is an added advantage. </p><p></p><p><b> Other Skills </b></p><p> Excellent verbal and written communication skills. </p><p> Strong customer service and interpersonal skills. </p><p> Ability to work independently and collaboratively in a team environment. </p><p> Strong analytical and problem-solving abilities. </p><p> Good documentation and organizational skills. </p><p> Eagerness to learn new technologies and contribute to continuous improvement and R&amp;D. </p><p> Ability to work in a 24×7 shift environment. </p>