Product Support Engineer

• Provide highquality technical support to clients addressing inquiries troubleshooting and resolving issues related to our virtual assistant products.
• Understand our products and their integration with client systems (HRMS Active Directory etc.) offering technical guidance and support during implementation and use.
• Use tools such as Postman to test and verify API calls helping clients troubleshoot API integration issues.
• Identify analyze and troubleshoot system configuration problems on the client side
• Collaborate with internal teams (engineering product management) to escalate and resolve more complex issues.
• Assist in managing communications and expectations with both internal and external stakeholders.
• Help document and improve support processes ensuring a smooth experience for clients.
• Provide feedback from clients to improve the product and services.

• 2 years of experience in a technical support or product support role preferably within a SaaS or tech environment.
• Strong understanding of API integrations and ability to test API calls using Postman or similar tools.
• Basic knowledge of system configuration and common enterprise systems (e.g. HRMS Active Directory).
• Excellent problemsolving skills with the ability to troubleshoot technical issues across a variety of environments.
• Strong communication skills with the ability to explain technical issues to nontechnical stakeholders.
• Experience with stakeholder management and issue escalation.
• Ability to work both independently and in a team environment.

• Experience in the virtual assistant space or AIpowered solutions.
• Familiarity with common enterprise integrations and API management platforms.

enterprise systems,api,system configuration,active directory,postman,hrms,api integrations,technical support,stakeholder management,api platform,product support,communication,troubleshooting,problem-solving,integration