A Product Support Engineer I at UiPath is primarily responsible for providing software support during both pre-sales and post-sales processes. This includes addressing discrepancies, bugs, and enhancements, while also assisting customers with technical issues regarding Robotic Process Automation software. The engineer acts as a vital communication channel, routing customer feedback to the Product team to improve overall software performance.

To qualify for a Product Support Engineer I position at UiPath, candidates should possess a B.E/B.Tech in Computer Science or an equivalent field, along with 3-5 years of experience in Application or Product support. Proficiency in programming languages such as .NET, Java, Python, or SQL is a must, alongside knowledge of UiPath's deployment architecture and the cloud platforms Azure, AWS, or GCP.

Essential skills for a Product Support Engineer I at UiPath include excellent problem-solving capabilities and very good communication and presentation skills, particularly in English. Familiarity with REST, SOAP web services, and understanding technologies like XML and JSON can greatly enhance a candidate's profile. It's also beneficial to have certifications in RPA technologies or be familiar with the MS Office Suite.

Absolutely! UiPath values its employees' professional growth. As a Product Support Engineer I, you'll gain valuable experience and knowledge in automation technology, which can lead to further opportunities within the company in more advanced technical roles or management positions as you develop your skills and expertise.

At UiPath, you can expect a dynamic work environment that promotes flexibility and diversity. We encourage collaboration among team members, and many roles allow for hybrid or remote work, depending on the business needs. Our workplace is inclusive and celebrates diverse backgrounds, offering equal opportunities to all our employees.

To effectively prioritize customer support issues, assess the severity and impact of each issue on the customer's operations. Establish a ticketing system that categorizes issues by urgency and complexity, ensuring that critical issues are addressed first while maintaining communication with customers about their support requests.

I have a solid foundation in programming languages such as .NET, C#, and Python. I have utilized these languages in previous roles to develop automation workflows and resolve technical issues efficiently. My technical background allows me to understand customer challenges better and provide accurate support.

I advocate an open channel for customer feedback through structured mechanisms, such as surveys or direct communication. Once collected, I analyze this feedback to identify trends and relay insightful information to the Product team, ensuring that our software keeps evolving to meet customer needs.

Effective communication with customers relies on clarity, empathy, and active listening. I ensure to simplify complex technical jargon into understandable terms for clients. Additionally, I remain compassionate and patient, addressing customer concerns sincerely and keeping them informed throughout the support process.

In a previous role, I encountered a critical flaw in automation workflows that affected customer operations. I systematically analyzed logs, identified the root cause, and collaborated with our engineering team to implement a fix. I then communicated the resolution process and outcome to the affected customers promptly.

I believe continuous learning is vital in a fast-evolving field. I stay updated on the latest trends and technologies in automation by participating in webinars, reading industry publications, and taking relevant online courses. This allows me to provide the best support and share valuable insights with customers.

I make it a priority to engage directly with customers and ask clarifying questions to understand their challenges fully. Taking notes and confirming my understanding before providing a solution is essential, as it ensures I’m on the same page as the customer and helps deliver effective support.

I understand UiPath has integrated with major cloud platforms such as Azure, AWS, and GCP. This enhances the deployment and scalability of our RPA solutions. Familiarizing myself with these cloud environments allows me to better support customers who utilize them in their automation efforts.

I have extensive experience using ticketing tools to manage customer queries and technical issues efficiently. I leverage these tools' reporting and tracking capabilities to prioritize tickets, monitor response times, and ensure timely resolutions while maintaining clear communication with customers.

I am passionate about automation technology and have seen firsthand how it can drive efficiency and innovation. Working at UiPath, a leader in the field, excites me because it offers an opportunity to contribute to transformative software while supporting clients in realizing automation's potential.