Job Title: Product Support Engineer
Company: Toddle
Years of Exp: 2+ years
Location: Remote (Work from anywhere) with occasional night shifts during peak seasons
Role Type: Full-Time Role
Salary: Not specified
Eligibility:
- B.E / B.Tech degree
- 2+ years of experience in Technical Support or similar role
- Strong communication and problem-solving skills
- Alignment with company values: Coachability, Curiosity, Ownership, Hustle, Humility
Role Overview:
You will serve as the primary point of contact (POC) for all technical support tickets raised by users (school buddies). The role focuses on triaging, troubleshooting, and resolving issues while collaborating closely with Engineering, Product, and Customer Success teams to improve product experience and reduce recurring issues.
Key Responsibilities:
- Act as the first point of contact for all technical support tickets
- Perform ticket triage, investigation, and resolution
- Identify whether issues are bugs, configuration problems, or usage errors
- Prioritize tickets based on urgency and impact
- Escalate complex issues with clear reproduction steps
- Collaborate with Engineering and Product teams for faster resolutions
- Maintain documentation and knowledge base articles
- Identify recurring issues and suggest product improvements
- Improve support workflows, SLAs, and customer experience
Skills and Qualifications:
- Strong troubleshooting and analytical skills
- Product mindset with empathy for users
- Good understanding of web and mobile applications
- Familiarity with ticketing systems and internal tools
- Basic debugging skills (logs, monitoring systems)
- Clear written and verbal communication
- Ability to work independently and handle end-to-end issue resolution
Employment Type: Full Time