Software Support Engineer

About the Role

We're hiring a Software Support Engineer to provide hands-on technical support for OneGreenDiary's suite of products including POS, Inventory Management, Daily Production Planning, and Stock Ordering. You'll be the frontline expert ensuring our clients get maximum value from our software.

What You'll Do

• Provide L1/L2 technical support for OneGreenDiary POS, Inventory Management, Daily Production Planning, and Stock Ordering modules
• Troubleshoot and resolve client issues related to software configuration, data, and workflows
• Coordinate with the product and engineering teams to escalate and track bugs
• Conduct client onboarding, training sessions, and product walkthroughs
• Document FAQs, troubleshooting guides, and knowledge base articles
• Monitor system health and proactively communicate with clients about known issues

What We're Looking For

• 2+ years of experience in software product support or application support
• Strong understanding of POS systems, inventory management, or ERP workflows
• Excellent troubleshooting and analytical skills
• Good communication skills for client-facing interactions
• Experience with ticketing tools (Freshdesk, Zendesk, or similar)
• Basic SQL knowledge for data investigation

Nice to Have

• Experience supporting SaaS products for retail or manufacturing clients
• Familiarity with API integrations and webhooks
• Knowledge of ERPNext or similar ERP platforms