remoteonsite
Product Support Engineer - Kovai.co
Software Engineer
Product Support Engineer responsible for troubleshooting, resolving, and enhancing enterprise SaaS solutions using Python, Node.js, AWS, and SQL, while delivering exceptional customer support and driving product improvements.
About the role
Key Responsibilities
- Diagnose and resolve complex technical issues reported by enterprise customers across multiple SaaS products.
- Collaborate with engineering, product, and QA teams to reproduce bugs, propose fixes, and validate releases.
- Develop and maintain automated scripts in Python and Node.js to streamline support workflows and data extraction.
- Manage incident response, including root‑cause analysis, post‑mortem documentation, and knowledge‑base updates.
- Provide proactive guidance to customers on best practices, feature usage, and performance tuning.
Requirements
- 3+ years of experience in technical support or engineering for SaaS applications.
- Strong programming skills in Python and Node.js with experience in cloud environments (AWS).
- Proficiency with relational databases (SQL) and troubleshooting tools.
- Excellent communication skills and a customer‑centric mindset.
- Ability to work independently and in cross‑functional teams in a fast‑paced environment.
Skills
pythonnodejsawssqlcustomer support