As a Product Support Engineer - External at UiPath, your primary responsibilities include providing comprehensive support for UiPath software during pre-sales and post-sales stages, troubleshooting technical discrepancies, and assisting customers through various channels. You'll also mentor the Level 1 support team and escalate issues to Development and Product teams. Moreover, you'll collect customer feedback to inform product enhancements, ensuring our software meets user needs.

To qualify for the Product Support Engineer - External position at UiPath, candidates should have 3-7 years of experience in support, a degree in Computer Science or IT, and a solid programming foundation. Proficiency in troubleshooting, debugging, and at least one year of experience with object-oriented programming or scripting is required. Familiarity with IDEs like Visual Studio or Eclipse and a good understanding of multi-tier web application architecture are also crucial.

A successful Product Support Engineer - External at UiPath should possess excellent troubleshooting and debugging skills, with experience in programming, particularly in .NET or similar languages. Knowledge of multi-tier web app architecture and exposure to APIs are highly beneficial. Familiarity with development environments such as Visual Studio or Visual Code will also enhance your ability to assist customers effectively.

While fluency in English is mandatory for the Product Support Engineer - External role at UiPath, having additional language skills, such as Spanish or Portuguese, is desirable. This would enable you to cater to a broader customer base and effectively address support queries from diverse users.

At UiPath, the work culture is fast-paced, collaborative, and centered on curiosity and support. As a Product Support Engineer - External, you'll be part of a team that values genuine connections and fosters an inclusive environment. The company emphasizes diversity, passion for technology, and caring about the community, making it an exciting place to grow your career.

When approaching troubleshooting, I first gather all relevant information about the issue from the customer, including error messages and steps leading up to the problem. Then, I replicate the issue if possible. After identifying potential causes, I work through each one methodically, documenting findings and communicating progress. Clear communication with the customer is key during this process, keeping them informed of the steps being taken.

Prioritizing customer requests involves assessing the impact and urgency of the issues. I typically categorize requests based on their severity and the number of users affected. High-priority issues that impact many users or critical business operations are tackled first. I also maintain open communication with customers to manage their expectations regarding timelines for resolution.

In my previous role, I gained extensive experience with Robotic Process Automation software, where I assisted users in setting up and troubleshooting their automated workflows. I collaborated closely with both technical teams and end-users to ensure smooth integration and address any challenges. My familiarity with automation principles allows me to provide valuable insights and solutions to customers.

In a previous position, I encountered a situation where a customer was experiencing significant delays due to software errors during peak utilization hours. I listened carefully to their concerns and escalated the issue promptly while keeping the customer in the loop. Through collaborative problem-solving, we identified the root cause and implemented a patch, which not only resolved their issues but also improved overall system performance.

I am proficient in several programming languages, including .NET and Python. My experience with scripting has enabled me to create effective solutions and tools that enhance support processes. I continually seek to improve my skills by exploring new languages and technologies related to automation and software development.

In high-stress situations, I focus on remaining calm and composed. I prioritize active listening to fully understand the customer's concerns and approach each problem methodically. By providing reassurance and demonstrating my commitment to resolving the issue, I help to alleviate the customer's anxiety while efficiently addressing their needs.

After resolving an issue, I ensure to follow up with the customer to confirm that the solution worked as intended. I ask for their feedback and if they have any further questions. This helps build rapport and trust, showing them that we care about their experience and are committed to continuous improvement.

I have a solid understanding of APIs and have used them extensively in my previous roles to integrate different software systems and enhance functionality. I often assist customers in utilizing APIs to create custom solutions tailored to their organizational needs, providing clearer communication around how these integrations can improve their workflows.

My approach to mentoring involves being approachable and open to questions. I believe in providing constructive feedback and encouraging junior team members to take initiative in their learning. I share my experiences and encourage them to think critically about solutions, fostering a team culture where we learn from each other and grow together.

I am drawn to the Product Support Engineer role at UiPath because of the company's commitment to innovation and empowerment through automation. I admire the collaborative atmosphere here and appreciate the opportunity to directly impact customers' success with cutting-edge technology. Joining UiPath aligns with my passion for problem-solving and helping others maximize their product experience.