Product Operations Executive

About Porter

At Porter, we're on a mission to move a billion dreams by building the most trusted, efficient, and seamless logistics platform in India. We started in 2014 with a simple vision to transform intra-city logistics through technology. Today, Porter is a late-stage startup, serving millions of users across 21+ cities, backed by marquee investors like Tiger Global, Lightrock, and Sequoia.

We solve real-world problems from empowering micro-entrepreneurs and truck owners, to optimizing last-mile delivery for SMEs and enterprises. Every challenge we take on has real consequences and real impact.

With a sharp focus on user obsession, ownership, and collaboration, we're building a workplace where people thrive when they take bold bets, move fast, and build with empathy.

If you're looking to work where scale meets purpose, complexity fuels learning, and culture isn't an afterthought, Porter is the place.

Role Overview

As a Product Operations Associate, you will be the first point of contact for resolving technical issues related to Porter's products. This is an execution-focused role where you will troubleshoot complex issues, manage tickets, processes & SOPs, and collaborate with engineering and product teams to ensure system reliability.

Key Responsibilities

• Technical Troubleshooting: Diagnose and resolve issues by examining transactional data and system logs. Attempt to reproduce reported defects to verify their existence and identify root causes.
• Support & Communication: Provide prompt assistance to customers, partners and internal teams via tickets and email. Explain technical concepts in plain language, avoiding jargon, while ensuring empathy and patience.
• Ticket Management: Create, track, and resolve support tickets within defined Turn Around Times (TAT). Ensure valid resolution, correct tagging, and proper documentation & reporting of bugs.
• Collaboration: Work closely with Business, Engineering and Product teams to address defects. Coordinate with stakeholders for bug resolution and prioritization.
• Operational Maintenance: Maintain proper documentation for assigned products and leverage existing knowledge bases to find solutions.
• Technical Skills: Working knowledge of SQL, Postman, and JIRA is highly preferred. Proficiency in using debugging tools and log analyzers.
• Key Competencies: Excellent verbal and written communication. Logical and analytical mindset to break down complex problems.

Qualifications & Skills

• Experience:
• Lateral: Minimum 1 year of experience in Product Ops, QA or Analytics domains.
• Product Knowledge:
• Lateral: Prior experience working with Mobile Apps and Web products