A product support engineer (PSE) assists end users with issues in a company's products or services. They either resolve or pass the customer's problems to the appropriate development and engineering teams. They also provide consistent progress updates to the end user and keep them informed about the issue's status.
Responsibilities:
Provide technical support and troubleshooting for product-related issues.
Investigate and resolve customer concerns promptly and effectively.
Collaborate with the development team to identify and resolve product bugs.
Assist in creating and maintaining support documentation.
Conduct product demonstrations and training sessions for customers.
Monitor and escalate critical issues to appropriate teams.
Ensure customer feedback is communicated to the product management team.
Skills:
Excellent problem-solving and analytical skills.
Ability to communicate complex technical issues to non-technical users.
Experience with support ticketing systems.
Ability to work in a fast-paced, customer-focused environment.