Product Support Engineer II
Bangalore, Karnataka · India · 2+ years experience · Posted Oct 15, 2026
At a glance
- Experience
- 2+ years experience
- Location
- Bangalore, Karnataka · India
About the role
- The Product Support Engineer II is a key member of the support team providing first-level assistance to elluminate® clients.
- This role involves identifying, researching, and resolving client issues while managing the support ticket life cycle.
- The position requires direct communication with customers to ensure satisfaction and the ability to quickly learn and apply technical knowledge.
Responsibilities
- Respond to incoming support tickets and emails in an effective and efficient manner
- Identify, troubleshoot, and resolve all client problems, questions, and concerns within defined service level agreements (SLAs)
- Document, track and monitor the client’s problems and issues to ensure a timely resolution
- Coordinate and manage new software upgrade rollout plans
- Escalate unresolved problems to Tier 2 technical staff
- Maintain 24*7 availability for supporting the clients
- Train and mentor Product Support Engineer 1 staff
- Provide instruction to users on new product features
- Analyze customer problems, walk through resolution procedures, and log issue details in the tracking system
Requirements
- Bachelor’s degree or equivalent work experience
- Excellent knowledge of English
- Strong phone, written and verbal communication skills
- Excellent presentation skills
- Ability to understand and articulate technical concepts and derive solutions
- High attention to detail and ability to prioritize
- Proficiency with MS Office package (Word, Excel, Publisher, Access, Outlook, Project, PowerPoint)
Preferred qualifications
- 2+ years’ experience in a customer support role
- Prior experience in a customer support organization
- ETL experience with SQL Server
- ETL and Data Warehouse development experience
- Knowledge of clinical trial data
Skills
- MS Office
- SQL Server
- ETL
- Data Warehouse
