Associate Product Support Engineer (L1)
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Help customers get the most out of our Pharmacovigilance SaaS platform by investigating issues, resolving product questions, and providing thoughtful support. The role involves working across teams and channels to understand customer needs, drive issues through to resolution, and deliver a strong support experience.Provide customer support across phone, email, chat, portals, and virtual meetingsTriage, investigate, troubleshoot, and reproduce product and functional issuesGuide customers through workflows, configurations, reporting, and product usageDocument solutions, contribute to knowledge bases, and escalate complex issues with clear analysisSupport releases, service health monitoring, and continuous improvement initiatives