Highlights
Flexible work schedule, comprehensive health insurance, employee assistance programs, mental wellness subscription, global team.
Description
Job Summary
pJoin our dynamic team as a Product Support Engineer at Meltwater, where you will provide technical assistance and support to clients. This role involves managing tickets, troubleshooting issues, and ensuring high client satisfaction through effective communication.
Responsibilities
- Collaborate with an international team for global customer support
- Manage and prioritize a pipeline of tickets and project activities efficiently
- Promptly respond to service platform failures via alerts/escalations
- Work across teams to identify root causes and implement solutions
- Proactively engage with clients and stakeholders to maintain high satisfaction levels
Required Skills
- Troubleshooting skills
- Problem-solving abilities
- Effective communication
- Technical proficiency in scripting languages
- Experience with ticketing systems
Required Skills Explained
- Master's or Bachelor's degree in Technology, preferably in Computing or Engineering.
- 1-2 years of relevant work experience.
- Demonstrated ability to collaborate and approach problem-solving with a focus on enhancing customer experience and fostering interdepartmental collaboration.
- Proficiency in at least one scripting or programming language, with knowledge of databases and Unix/Linux fundamentals.
- Experience with web technologies such as HTML, CSS, JavaScript, and HTTP, along with familiarity with jQuery, Regular Expression, etc.
- Familiarity with MongoDB/NoSQL or MySQL/MSSQL databases.
- Experience with ticketing systems like JIRA, Intercom, or similar live chat platforms is preferred.
- Strong troubleshooting, problem-solving, investigation, and diagnostic skills.
- Excellent written and verbal communication skills in English.
- Willingness to embrace a hybrid work schedule requiring 3 days in the office per week.
- Ability to work in rotational shifts including weekends and late shifts once per quarter for a one-month period.
Who is this for
pThis role is ideal for individuals who thrive in a collaborative environment, possess strong technical skills, and are committed to delivering exceptional customer support. You should enjoy problem-solving and have a passion for technology.
Why This Job is a Good Opportunity
ulliOpportunity to work with an international team, enhancing your global perspective.liGrowth potential within Meltwater's dynamic community that values personal and professional development.liA chance to be part of a company recognized for its innovative culture and award-winning global environment.liAccess to comprehensive health insurance and employee assistance programs supporting your overall well-being.liFlexible paid time off options, providing enhanced work-life balance.
Interview Preparation Tips
- Prepare examples of how you have handled complex customer issues in the past using problem-solving techniques.
- Research Meltwater's products and services to demonstrate your familiarity with their offerings.
- Discuss previous experience with teamwork, collaboration, and ticket management systems.
- Showcase your technical skills by highlighting projects or experiences that involve web technologies, databases, and programming languages.
- PRACTICE your communication skills, emphasizing clear and concise explanations of technical issues to non-technical stakeholders.
Career Growth in This Role
pMeltwater provides numerous opportunities for career advancement within the Product Support Engineer role. You can look forward to taking on more responsibilities, such as leading support teams or transitioning into product management roles after gaining significant experience. The company's commitment to professional development also means you'll have access to ongoing training and mentorship programs, helping you build a robust skill set and accelerate your career progression.pBy excelling in this role, you can position yourself for leadership positions that involve more strategic oversight of support operations or product innovation. Additionally, Meltwater's global presence offers exciting opportunities to work with diverse teams across different regions, broadening both your professional network and skill set.
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Skills
Frequently Asked Questions
What kind of experience is required?Candidates should have 1-2 years of relevant work experience.
Is this role suitable for remote work?While the position is based in Hyderabad, a hybrid work schedule allows for flexibility.
What benefits are offered?Comprehensive health insurance, employee assistance programs, and mental wellness subscriptions are provided.
