Product Support Engineer

Job Description

The Product Support Engineer will provide technical assistance to customers using Lumel Technologies’ software products and solutions.
The role requires strong troubleshooting, analytical, communication, and problem-solving skills to diagnose and resolve product-related issues.
The engineer will work closely with customers, engineering, QA, and product teams to investigate incidents and deliver effective solutions.
The position will also contribute to knowledge-base improvements, issue tracking, product feedback, and continuous improvement of customer support processes.

Key Responsibilities
Provide technical support to customers through appropriate support channels.
Investigate and troubleshoot product, configuration, integration, and application issues.
Analyze error messages, logs, system behavior, and other technical information.
Reproduce customer-reported issues and document troubleshooting steps.
Escalate complex or unresolved technical problems to engineering teams.
Track support cases and ensure timely resolution according to service expectations.
Create and maintain troubleshooting guides, FAQs, and knowledge-base articles.
Collaborate with product and engineering teams to identify recurring product issues.
Communicate technical solutions clearly to both technical and non-technical customers.
Collect customer feedback and provide actionable product improvement recommendations.