Product Support

Location: Bengaluru

Company Description
Skill IQ Foundry leverages AI to transform Talent Acquisition processes, ensuring accurate skill evaluations, enhanced efficiency, and reduced hiring times. Through cutting-edge products like the AI Interviewer and AI Sales Coach, the company empowers businesses to identify the best candidates quickly and improve sales team performance. Skill IQ’s innovative solutions help clients significantly reduce interview-to-hire ratios and enhance hiring quality. Committed to exceptional client service, the company stands out for its focus on delivering immediate responses and effective resolutions.

About the Role
You'll be the person clients rely on from day one, guiding them through product onboarding, understanding their technical environment, and making sure issues don't fall through the cracks. This is a hands-on, ownership-driven role where you'll work closely with both clients and the internal tech team. You'll be client-facing regularly, so the ability to communicate clearly and confidently is essential.

What We’re Looking For

Must-have

• 1–2 years in product support, technical support, or implementation (SaaS preferred)

• Excellent communication in English for professional client conversations

• Comfort with technical concepts: APIs, configurations, integrations, logs

• High ownership mindset: you see issues through, you don’t just close tickets

• Ability to manage multiple client threads simultaneously without losing context

• Exposure to tools like Jira or Postman

• Basic SQL or scripting ability

Good to Have

• Prior experience working directly with B2B clients

What ‘Ownership’ Actually Means Here
This role is not about routing tickets. It means:

• You understand the issue fully before escalating

• You set and manage client expectations on timelines

• You follow up proactively: the client should never have to chase you

• You close the loop once resolved and document what you learned

What You'll Do

Client Onboarding and Implementation
Lead end-to-end onboarding for new B2B clients, from initial setup to go-live
Understand each client's technical environment and configure the platform accordingly
Conduct product walkthroughs and training sessions with client teams via calls and meetings
Create client-specific setup documentation and handoff notes

Technical Support
Serve as the first point of contact for client-reported issues: bugs, integrations, configs
Diagnose and resolve issues independently where possible
Own the issue until resolved, fix it yourself or drive it through the tech team with full follow-up
Log, track, and communicate issue status clearly to clients without dropping threads

Client Communication
Manage all client communication professionally: emails, calls, and meetings
Set clear expectations on timelines and keep clients updated proactively
Translate technical findings into language clients can act on: no jargon, no vague updates
Build trust with client stakeholders through consistent, reliable communication

Product Knowledge
Develop deep working knowledge of the entire product suite
Stay current as the product evolves: new features, deprecations, config changes
Translate technical product behaviour into clear, client-friendly explanations

Internal Collaboration
Work closely with engineering/tech team to reproduce bugs and communicate client impact
Relay recurring client pain points to the product team as structured feedback
Contribute to internal knowledge bases, runbooks, and troubleshooting guides