Product Support Engineer

Job Description

Technical Support Engineer
Location

Chennai, India

Employment Type

Full-Time

Shift Timings
Night Shifts (Preferably US Time Zone)
Rotational Shifts
Job Summary

We are looking for a Technical Support Engineer to provide world-class customer support through email and phone interactions. The ideal candidate should possess strong troubleshooting skills, excellent communication abilities, and a customer-first mindset.

This role involves assisting customers with product-related issues, providing remote troubleshooting support, and ensuring timely resolution of technical concerns while delivering an exceptional customer experience.

Key Responsibilities
Customer Support
Interact with customers via email and phone to provide product-related support.
Respond to customer inquiries, concerns, and service requests professionally and efficiently.
Deliver excellent customer service while maintaining high customer satisfaction levels.
Technical Troubleshooting
Assist customers and partners in diagnosing and resolving technical issues remotely.
Perform troubleshooting through remote access tools when required.
Identify root causes of issues and implement effective solutions.
Incident Management
Escalate priority issues according to client-defined procedures and service levels.
Ensure timely closure of customer tickets and support requests.
Maintain accurate records of customer interactions and issue resolutions.
Customer Experience
Achieve First Time Resolution (FTR) wherever possible.
Conduct Root Cause Analysis (RCA) for recurring and critical issues.
Proactively contribute to improving customer support processes.
Required Skills & Knowledge
Operating Systems
Windows
Linux (CentOS, Ubuntu)
Mac OS X (Optional)
Technical Skills
Basic understanding of storage software applications and storage technologies.
Knowledge of troubleshooting software and system-related issues.
Familiarity with remote support methodologies.
Communication Skills
Excellent verbal communication skills.
Strong written communication and documentation abilities.
Professional phone etiquette.
Active listening and problem-solving capabilities.
Soft Skills
Customer-focused attitude.
Ability to multitask and manage multiple support requests.
Strong teamwork and collaboration skills.
Willingness to learn and adapt to new technologies.
Preferred Skills
Knowledge of Virtualization Technologies.
Understanding of Cloud Computing concepts.
Familiarity with Storage Solutions and Infrastructure.
Experience with International Voice Support.
Exposure to enterprise IT environments.
Experience & Qualifications
Experience
0 to 2 years of experience in a Technical Support role.
Educational Qualification
Bachelor’s Degree in Computer Science, Information Technology, Engineering, or related discipline preferred.
Ideal Candidate Profile

The ideal candidate should:

Be passionate about technology and customer support.
Possess strong troubleshooting and analytical skills.
Have excellent written and verbal communication abilities.
Be comfortable working night or rotational shifts.
Be willing to work in a fast-paced customer support environment.
Career Opportunities

This role provides exposure to:

Enterprise Technical Support
Cloud Technologies
Virtualization Platforms
Storage Management Solutions
International Customer Support Operations
How to Apply

Interested candidates can send their resume to:

📧 careers@vembu.com

Email Subject Line

Mention the role you are applying for:
“Application for Technical Support Engineer”