Senior Product Support Engineer

Senior Product Support Engineer Job Description Template

Our company is looking for a Senior Product Support Engineer to join our team.


  • Research, diagnose and troubleshoot application logs and identifying solutions to resolve customer issues;
  • Provide second and third tier (L2, L3) product support via ticketing system, web meetings and calls;
  • Constantly Improve Product Knowledge base to use internally and a FAQ;
  • Resolve all customer issues in a timely manner. Provide professional and prompt communication on technical analysis;
  • Work closely with Product, Engineering and QA teams to investigate complex issues and enhance the quality of existing products;
  • Comply with the SLA for issue resolution;
  • Mentor the team and help them in resolving issues quickly;
  • Document and follow-up customer suggestions for continued improvements to Development Team;
  • Taking ownership of escalated issues and seeing problems through to resolution.


  • Experience in troubleshooting web applications on linux/unix environment deployed under tomcat;
  • Bachelor or Masters (Computer Science / Electronics / Electrical / IT / Computer Applications / Software Engineering);
  • Ability to mentor, assign and manage tasks for others;
  • Database knowledge – SQL, MSSQL, Oracle, PostgreSQL;
  • Experience in Programming / Scripting (Java, Perl, Shell, Python etc.) is a plus;
  • Ability to troubleshoot the cause of technical problem in using software;
  • 4 to 6 years of related product support experience on Java based applications from a tech-oriented software product.