RPA Product Support Engineer

We are seeking a proactive and customer-focused RPA Product Support Engineer to join our this role you will own the resolution of product-related issues maintain documentation and collaborate with cross-functional teams to drive continuous improvements. Your expertise will ensure that customers receive timely accurate support and that our RPA platform remains reliable and up-to-date.

Key Responsibilities

1. Customer Issue Resolution

• Serve as primary contact for product-related inquiries triaging tickets in Jira or ServiceNow.
• Diagnose and resolve functional configuration or installation issues; escalate complex bugs to Engineering.
• Provide clear status updates to customers until full resolution.

2. Incident & Release Management

• Log track and prioritize product defects and enhancement requests.
• Coordinate with QA and Engineering to reproduce issues validate fixes and verify deployments.
• Participate in regression testing smoke tests and compatibility checks before and after releases..

3. Knowledge Base & Documentation

•  Create and update technical articles FAQs release notes and runbooks to drive self-service.
•  Maintain the documentation repository ensuring content aligns with the latest product updates.
• Develop API guides and clear troubleshooting steps for internal and external users.

4. Cross-Functional Collaboration

• Relay customer feedback and usage patterns to Product Management to inform roadmap decisions.
• Work with Engineering on root-cause analysis test-case creation and validating patches.
• Liaise with Customer Success and Professional Services to align on rollout plans and escalations

Qualifications :

Required Qualifications

Education bachelors degree in computer science IT Engineering or equivalent experience.

Experience 2 years in product support or technical support for enterprise softwarepreferably RPA or automation platforms.

Skills

• Hands-on familiarity with RPA tools (UiPath Automation Anywhere Blue Prism or Robility).
• Strong troubleshooting: analyzing logs interpreting exceptions and diagnosing API or connector failures.
• Experience with issue-tracking systems (Jira ServiceNow) and Agile/Scrum processes.
• Excellent written and verbal communication.

Additional Information :

All your information will be kept confidential according to EEO guidelines.

Remote Work :

No

Employment Type :

Full-time