Senior Lead Solution Engineer

Job Overview:
 
 We are seeking a highly motivated and customer-oriented individual to join our Product Support Team. The ideal candidate will be responsible for providing high-quality support to customers, assisting them in resolving product-related issues, and ensuring that they can use the product efficiently. You will serve as the primary point of contact for customers and work cross-functionally with other teams to improve the overall customer experience.

• Provide timely, accurate, and professional assistance to customers.
  

• Troubleshoot technical issues, bugs, and problems with the product or service and provide appropriate solutions.
  

• Collaborate with engineering, product, and other teams to identify and resolve product defects or gaps.
  

• Educate customers on product features, best practices, and troubleshooting steps to enhance user experience.
  

• Document and track customer inquiries and issues in a ticketing system to ensure proper resolution.
  

• Escalate complex issues to higher-level support or engineering teams as necessary.
  

• Create and maintain customer-facing knowledge base articles, FAQs, and troubleshooting guides.
  

• Provide feedback and insights from customers to help improve product development and user experience.
  

• Participate in product testing and quality assurance to identify potential issues before launch.
  

• Ensure that service level agreements (SLAs) are met, and that customer satisfaction remains high.
  

• Stay updated on product updates, new features, and industry best practices.
  

Requirements

Required Qualifications:

• Bachelors degree in Computer Science, Information Technology or a related field.
  

• 4-12 years of experienced candidates​​
  

• Proven experience in customer support, technical support, or product support (typically 2-5 years).
  

• Strong technical aptitude and the ability to troubleshoot and resolve complex product issues.
  

• Excellent communication skills, both written and verbal.
  

• Ability to work independently and as part of a team in a fast-paced environment.
  

• Strong problem-solving skills and attention to detail.
  

• Experience in ITSM Tools like Service Now, Remedy etc.
  

• Familiarity with product development processes is advantageous.
  

• Patience, empathy, and a customer-first attitude.
  

Soft Skills:
 
 • Strong communication and interpersonal skills.
 • Ability to work collaboratively in a team-oriented environment.
 • Proactive, self-motivated, and detail-oriented with a focus on continuous improvement.