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Product Support Engineer

Saama Technologies, Inc

Tamil Nadu, India (On-site)

Product Support Engineer

1 Month ago • 11 Years + • Product Management • Undisclosed

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cross-functional

Job Description

The Senior Principal Product Support Engineer is a senior role supporting Life Sciences products. Responsibilities include troubleshooting complex technical issues, providing advanced customer support, collaborating with cross-functional teams (R&D, QA, product management), leading root cause analysis, developing product documentation, conducting customer meetings, optimizing support processes, and contributing to strategic planning. The role requires strong technical acumen, industry knowledge, and communication skills to ensure product quality and meet industry standards. The engineer will monitor support metrics, prepare reports, and implement process enhancements based on data-driven insights.

Must have:

Troubleshoot complex technical issues
Provide advanced customer support
Collaborate with cross-functional teams
Lead root cause analysis
Develop product documentation
11+ years experience

Description

The Senior Principal Product Support Engineer is a senior role within the Product support team. Act as a Technical and functional subject matter expert (SME) for Life sciences products, providing deep knowledge and insights to both internal teams and external clients.

Key responsibilities include:

1. Troubleshoot and resolve complex technical issues related to Product functionality, performance and integrations within the life sciences domain

2. Provide advanced technical support to customers, ensuring timely and accurate resolution of product-related issues

3. Collaborate with Cross-functional teams including R&D, QA and product management, to address and resolve product defects and enhancements

4. Lead root cause analysis and post-incident reviews to continuously improve product stability and support processes

5. Develop and maintain detailed product documentation, including, troubleshooting guides, FAQs, and best practices

6. Conduct regular meetings with Key customers to discuss support metrics, product performance and future needs

7. Identify opportunities for process optimization within the support team, implementing best practices to enhance efficiency and customer satisfaction

8. Lead initiative to develop and refine support processes, including ticket management, escalation procedures, and knowledge management

Collaboration & Leadership:

1. Work closely with product managers and developers to provide feedback on product design and functionality based on customer experiences and support cases

2. Participate in Strategic planning sessions, contributing insights on product supportability and customer feedback

3. Represent the support team in cross-departmental meetings, advocating for customer needs and technical solutions

Reporting & Analysis:

1. Monitor and Analyze support metrics to identify trends, track performance, and measure the effectiveness of support activities

2. Prepare and present regular reports to management, highlighting key support metrics, customer feedback, and areas of improvement

3. Utilize data-driven insights to recommend and implement enhancements to the product support process

Requirements: Overall Experience: Minimum 11+ Years This role requires a combination of technical acumen, industry knowledge and strong communication skills to effectively support and enhance the life sciences products, ensuring they meet the high standards and specific needs of the industry.

Shift Timing: IST Hours

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