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Hypersonix.ai - Product Support Specialist - SaaS Products

4 years

0 Lacs

Bengaluru Karnataka India

Posted:3 weeks ago| Platform: Linkedin logo

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Skills Required

support saas resolve engineering chat configuration analyze documentation onboarding training troubleshooting zendesk freshdesk jira salesforce service communication development agile html css javascript rest aws gcp

Work Mode

On-site

Job Type

Full Time

Job Description

We are looking for a customer-centric and technically skilled Product Support Specialist with 4+ years of experience in supporting SaaS products.

Responsibilities

You will act as the primary point of contact for product-related issues, helping customers resolve technical challenges while working cross-functionally with product, engineering, and success teams to improve the overall user Responsibilities :
  • Provide timely and high-quality product support to global customers via email, chat, and tickets.
  • Troubleshoot product issues, bugs, or configuration problems, and provide clear solutions or workarounds.
  • Act as a liaison between the customer and internal product/engineering teams to escalate and track issues.
  • Analyze recurring customer issues and propose product or documentation improvements.
  • Maintain up-to-date knowledge of the product features, roadmap, and release notes.
  • Assist in creating user guides, FAQs, knowledge base articles, and support documentation.
  • Monitor customer satisfaction and ensure support SLAs and KPIs are met.
  • Participate in onboarding and training sessions for new customers and internal teams.
  • Contribute to continuous improvement of support processes and Skills & Experience :
  • Minimum 4 years of experience in SaaS product support or technical customer service.
  • Strong troubleshooting skills across web-based applications, APIs, and databases.
  • Familiarity with support platforms like Zendesk, Freshdesk, Jira, or Salesforce Service Cloud.
  • Excellent written and verbal communication skills, with a customer-first mindset.
  • Ability to prioritize and manage multiple customer issues simultaneously.
  • Experience working closely with product, QA, and development teams in an Agile Qualifications :
  • Bachelors degree in Computer Science, IT, or a related technical field.
  • Basic understanding of web technologies (HTML, CSS, JavaScript), REST APIs, and cloud platforms (AWS, GCP, Azure).
  • Experience supporting B2B or enterprise-level SaaS products.
  • Exposure to product onboarding, customer success, or QA is a plus
(ref:hirist.tech)

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