Product Support Specialist

Company Profile:

Digital Harbor, Inc., a Virginia, US- product based company, is a pioneer in enterprise innovation, with several firsts including the global norm Know Your Customer (KYC) in its credit. Its oeuvre, for last 20 years, is marked with disruptive platforms and products that have transformed the way enterprises operate.

Its Know Your Provider (KYP) has revolutionized how healthcare provider credentialing functions, thus bringing unprecedented risk-control and compliance in the US public healthcare system. Its current focus is on a future-incubating platform Social Enterprise Technology (S.E.T.), built to catapult enterprises into transformational trajectories through Conversational Applications, a first-of-its-kind human-literate applications.

We were ranked among the top 500 fastest growing technology companies in North America by Deloitte Fast 500 – 2018. Our products won Most Innovative Product of the Year – 2018 and BIG Innovation Award – 2019. Digital Harbor was voted by employees as Best Place to Work in 2018 & 2019.

Yes, everything!

Role: Product Support Specialist

Job Location: Bangalore(Marathahalli)

Interview Mode: F2F

Experience: 3 to 5 Years ONlY

Work Mode: WFO-5-Days

About the Role

We are looking for a Product Support Executive to join our product team working with our Massive Product – Chat & Meetings platform during its beta phase. This role focuses on ensuring smooth user experience by handling issues, coordinating with engineering teams, and improving product quality.

Key Responsibilities

1. User Issue Resolution &Triage

Investigate user-reported issues related to Product - Chat and Meetings product. Reproduce problems, collect logs/screenshots, identify severity, and route issues to the correct engineering team.

2. Feature Adoption & User

GuidanceEducate users on existing Product features. Help users understand best practices and increase adoption of underutilized capabilities

3. Product Feedback Collection &Analysis

Capture recurring complaints, enhancement requests, workflow gaps, usability concerns, and feature suggestions. Convert user feedback into actionable insights for Product Managers and

UX teams.

4. Release Validation & Communication

Verify fixes after releases, monitor user impact, communicate new features and bug fixes, and proactively inform customers about changes, workarounds, and upcoming improvements

5. Knowledge Base & Self-Service Content Management

Create and maintain FAQs, troubleshooting guides, how-to articles, release notes, video walkthroughs, and internal support documentation to reduce support tickets and improve customer success

What We're Looking For

• 3-5 years of experience in Product Support / QA / Technical Support (Product company
• preferred)
• Hands-on experience with JIRA or similar tools
• Strong communication and stakeholder management skills
• Detail-oriented with analytical thinking ability
• Strong product mindsetAbility to work in a fast-paced beta product environment
• Based in Bangalore and willing to work onsite

Nice to Have

• Experience in internal beta testing or early-stage product rollout
• Familiarity with Slack, Confluence, or Notion
• Exposure to SaaS or enterprise product environments