E-Dictate It Solutions Pvt. Ltd.

Kondhwa, Pune

Job SummaryWe are seeking a technically adept and proactive Level 2 Product Support Executive with proven expertise in software testing and Dot.Net 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 Bachelors 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 Dot.Net technologies (C#, ASP.Net), 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 (e.g., 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 resume-hr@edictate.com