Product Support Specialist

Location :
Hyderabad, India

Nature of Employment :
Full-Time

Working Shift: US (6:30PM IST to 3:30AM IST)

Working Style: Remote

Experience: 4-6 Years

Department: Data

The Product Support Specialist will serve as a critical point of contact between supplier.io's customers and its internal teams, ensuring timely resolution of product-related issues and delivering a best-in-class support experience. With 4-6 years of hands-on experience in SaaS or enterprise software support environments, the ideal candidate brings strong analytical and problem-solving skills, a customer-first mindset, and the technical depth to investigate, diagnose, and resolve complex product data issues.

This role works cross-functionally with Engineering, Product, and Customer Success to drive issue resolution, improve product adoption, and contribute meaningfully to supplier.io's mission of advancing supplier diversity.

• Serve as the primary point of contact for customer-reported product issues, inquiries, and escalations via ticketing systems, email, and virtual calls.
• Diagnose, troubleshoot, and resolve technical and functional issues related to the supplier.io platform, ensuring timely resolution within defined SLA thresholds.
• Manage and prioritize a queue of open cases, providing clear and consistent communication to customers throughout the resolution lifecycle.
• Identify recurring issues and elevate systemic problems to the Engineering or Product teams with detailed documentation and reproduction steps.

• Investigate product defects, data discrepancies, and workflow failures by analysing logs, database records, and system configurations.
• Use internal tools, SQL queries, and platform dashboards to trace issue root causes and validate resolution outcomes.
• Collaborate with Engineering teams to reproduce bugs, validate fixes in staging environments, and confirm resolutions before communicating back to customers.
• Maintain a structured record of investigation findings, workarounds, and resolution steps for future reference and knowledge sharing.

• Guide customers through product features, configurations, and best practices to maximize platform adoption and value realization.
• Deliver clear, accessible explanations of technical concepts to non-technical stakeholders through written and verbal communication.
• Conduct walkthrough sessions with customers to address usage questions, clarify product behavior, and support onboarding milestones.
• Proactively identify customers at risk of dissatisfaction and coordinate with Customer Success Managers on retention and resolution strategies.

• Create and maintain high-quality support documentation including FAQs, troubleshooting guides, and known issue articles in the internal knowledge base.
• Document case details accurately within the CRM/ticketing system, capturing customer context, investigation steps, and resolution outcomes.
• Contribute to the continuous improvement of support processes by identifying knowledge gaps and suggesting process enhancements.

• Partner with Product Management to communicate customer pain points and feature requests that inform roadmap prioritization.
• Coordinate with the Implementation and Delivery teams to ensure smooth handoffs for customers transitioning from onboarding to steady-state support.
• Participate in product release reviews to stay current on new features, known issues, and changes that may impact the support queue.

• 4-6 years of experience in a product support, technical support, or customer success role within a SaaS or enterprise software environment.
• Demonstrated experience managing customer escalations and driving issue resolution in a high-volume, fast-paced environment.
• Prior experience working with CRM and ticketing systems such as Salesforce, Zendesk, Jira Service Management, or similar platforms.

• Proficiency in SQL for querying databases to investigate data-related issues and validate system behavior.
• Familiarity with REST APIs and the ability to use API testing tools such as Postman to diagnose integration-related issues.
• Working knowledge of cloud-based SaaS platforms and standard web technologies (browsers, authentication, data formats such as JSON/CSV).
• Ability to read and interpret application logs and system-generated error…