Product Support Engineer

Pando ( www.pando.ai ) is pioneering the future of autonomous logistics with innovative AI capabilities. Trusted by Fortune 500 enterprises with global customers across North America, Europe, and Asia Pacific regions, we are leading the global disruption of supply chain software, with our AI-powered, no-code, & unified platform empowering Autonomous Supply Chain®.

We have been recognized by Gartner for our transportation management capabilities, by the World Economic Forum (WEF) as a Technology Pioneer, by G2 as a Market Leader in Freight Management, and named one of the fastest-growing technology companies by Deloitte.

Why Pando?

We are one of the fastest growing companies reimagining supply chain and logistics for Manufacturers & Retailers scaling up globally. We are a growing team, unrelenting and enthusiastic about building great products. We have folks who are pragmatic, imaginative or a quirky combination of both. We yearn for purpose in our work & support each other to grow.

Role

You will be the face of Pando to our customers - their main point of contact for everything they need. From a question about a Product Integration to troubleshooting a bug so they can process an urgent shipment, you are the product expert that can help them with anything and everything. Assist new and existing customers by explaining features, clarifying operating instructions, and providing troubleshooting tips.

Responsibilities:

• Become a product expert and the go-to resource for in-depth knowledge of how our product functions.

• Handle customer inquiries, including tickets, queries, and calls, providing timely and appropriate solutions.

• Collaborate with the engineering team to identify and resolve bugs proactively before they affect customers.

• Set clear goals and work towards minimizing escalations.

• Follow established processes for escalating unresolved issues to the appropriate internal teams.

• Identify opportunities for process improvements to enhance customer service quality.

• Follow up with clients to ensure their issues are fully resolved and satisfaction is achieved.

• 1-3 years of experience in a Technical Customer Support or customer-facing role.Proficiency in SQL queries.

• Familiarity with network logs and Postman API.

• Strong attention to detail and excellent problem-solving abilities.

• Outstanding written, verbal, and interpersonal communication skills.

• Experience in SaaS or tech startups is a plus.

• A collaborative team player, eager to support colleagues, share knowledge, and step in for others when needed.

• Ability to thrive in a fast-paced, ever-evolving technical environment.

• A self-starter who actively seeks challenges and growth opportunities.