Experience: 2 - 5 Years
Work Mode: WFO
Job Type: Fulltime
Mandatory Skills: ITSM workflows,BPO,Product Support,Saas Products,(Jira, Zendesk, Freshdesk, ServiceNow),ITSM framework.
About The Role
We are looking for an Engineering & Product Support Specialist who will serve as the first line of problem-solving for our internal teams and external partners using our applications. This role sits at the intersection of engineering, product, and customer success, ensuring smooth operations when stakeholders face technical or product-related issues.
This is not just a support role - it's a step up into engineering and product exposure, with opportunities to learn, grow, and eventually transition into deeper product, engineering, or leadership tracks.
Key Responsibilities
- Act as the primary contact for troubleshooting product and technical issues raised by internal teams or external partners.
- Handle ITSM workflows (ticket triage, prioritization, escalation) effectively.
- Work closely with product and engineering teams to analyze, document, and resolve issues.
- Proactively identify recurring issues and suggest process or product improvements.
- Maintain clear documentation of issues, fixes, and FAQs for internal knowledge bases.
- Serve as the bridge between business users and technical teams, ensuring smooth communication.
- Assist in product testing, release validation, and feedback loops to improve product stability.
What We're Looking For
- Experience: 25 years in a customer-facing technical support, BPO, ITSM, or product support role.
- Strong problem-solving skills, logical reasoning, and comfort with technology.
- Excellent written and verbal communication skills in English (any additional Indian languages are a plus).
- Ability to handle pressure, prioritize issues, and work with multiple stakeholders.
- Curious, eager to learn, and motivated to grow beyond a standard support role.
- Exposure to SaaS products, ticketing systems (Jira, Zendesk, Freshdesk, ServiceNow), or ITSM frameworks is a plus.
Why This Role is Exciting
- Step up in career: Move from BPO/ops to engineering-product intersection.
- Growth opportunities: Potential to transition into product, engineering, QA, or team leadership based on performance.
- Impactful work: Directly improve the experience of thousands of users while learning how products are built and scaled.
- Startup environment: Fast-paced, high-growth, high-ownership.
Skills: leadership,communication,teams,skills,customer,saas,bpo,jira,plus,product support
