Product Support Specialist

Role Overview

As a Product Support Specialist, you will play a critical role in ensuring smooth adoption and continued satisfaction of our customers. You will be responsible for handling product queries, troubleshooting issues, maintaining customer documentation, and acting as the voice of the customer to internal teams. This is a functional role with a mix of technical know-how, customer handling, and process ownership.

Key Responsibilities

• Serve as the first point of contact for customer product queries via email, chat, or calls.
• Troubleshoot common SaaS product issues (login / access, feature usage, configuration errors).
• Manage support tickets and ensure timely resolution as per SLA.
• Escalate complex technical issues to engineering / product support engineers with proper documentation.
• Collaborate with Customer Success Managers to support onboarding and adoption.
• Maintain and update customer-facing documentation, FAQs, and knowledge base.
• Collect customer feedback and share insights with product and engineering teams.
• Ensure a consistent, high-quality support experience for enterprise clients.

Skills & Qualifications

Nice to Have

Why Join Us?