Product Support Executive (level 2) (full Time)

Job Summary

We are seeking a technically adept and proactive Level 2 Product Support Executive with proven expertise in software testing and technology. This role is responsible for resolving technical issues escalated by the Level 1 support team, testing new features and product releases, and performing minor code fixes for technical bugs. The right candidate will provide high-quality support to customers and employees, including direct communication with US-based clients, ensuring a world-class support experience and product quality.

Key Responsibilities

• Handle and resolve technical issues escalated from the Level 1 support team which require more advanced troubleshooting or code-level intervention.

• Communicate with customers and internal employees via email, chat, and phone to provide timely, clear, and effective technical support.

• Analyse, troubleshoot, and resolve product and application issues that are beyond the scope of Level 1 support.

• Identify, diagnose, and deliver code fixes for minor technical bugs in the product.

• Conduct comprehensive testing (manual/automated) of all new features, product releases, and bug fixes prior to deployment in the live environment.

• Document, track, and manage bugs/issues using internal ticketing and bug-tracking systems.

• Work closely with the development and QA teams to ensure timely and quality resolution of issues.

• Assist with software deployment, configuration, and verification as required.

• Create and update knowledge base documentation, FAQs, and support articles.

• Provide feedback for improving product usability and reliability based on support interactions and testing insights.

• Escalate complex unresolved issues to product development or other relevant teams as needed.

Required Skills & Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related discipline.

• 3+ years’ experience in a technical/product support role, preferably in a Level 2 support capacity.

• Strong knowledge of technologies (C#, ), SQL Server, and ability to analyse/modify code for minor bug fixes.

• Hands-on experience in software/product testing, including the use of manual and automated testing tools.

• Excellent written and spoken English communication skills, comfortable working directly with US-based staff and customers.

• Strong troubleshooting, analytical, and technical problem-solving skills.

• Experience with ticketing and bug-tracking systems (., Zoho).

• Self-motivated, with the ability to work independently in a 100% remote capacity.

• Ability to manage and prioritize multiple issues and projects in a fast-paced environment.

If you meet the above criteria and are ready for a challenging and rewarding remote career, please apply with your updated

• Experience

  3 - 6 Years

• No. of Openings

  1

• Education

  Graduate

• Role

  Product Support Executive

• Industry Type

  Manufacturing / Production / Quality

• Gender

  Male

• Job Country

  India

• Type of Job

  Full Time

• Work Location Type

  Work from Home