● Deep understanding of all software products delivered by the product department.
● Attend all software products team meetings, and collaborate heavily with product teams
including software engineers, quality software engineers, designers, product managers, etc. to
learn more about existing challenges, new features and enhancements.
● Manage technical support tickets through a ticketing system, ensuring accurate documentation
of technical inquiries, troubleshooting steps, and resolutions.
● Provide timely and effective resolution to technical issues, either through direct
troubleshooting or escalation to the software products team.
● Document troubleshooting procedures, resolutions, and best practices to assist internal teams in
resolving similar issues in the future.
● Collect and document defects and feedback on product features, usability, and performance,
and communicate insights internally for continuous product improvement.
● Provide timely and accurate status updates on reported defects and enhancements and escalate
critical issues or risks.
- Bachelor’s degree in Computer Science, Software Engineering, or a related field.
- Certificate in a programming language course is a plus.
- Previous experience as a quality software engineer or customer success specialist is a
plus.
