Product Operations Support Specialist

Position: Technical Product Operations Specialist

Type: Full-Time

Location: Remote

Kodejams Technologies is seeking a highly skilled Technical Product Operations Specialist to support our growing SaaS platform. This role sits at the intersection of product support, client success, and product operations. You will work closely with product, engineering, and client teams to ensure users understand and gain maximum value from our platform while contributing to product improvement and operational excellence.

This is an ideal opportunity for someone who understands the technical depth of SaaS products, can communicate effectively with both technical and non-technical stakeholders, and has a passion for clear, precise technical writing.

Key Responsibilities

• Act as a subject matter expert on product functionality and backend processes to support clients effectively.
• Manage L1 and L2 client escalations, providing thorough troubleshooting, clear resolutions, and detailed documentation.
• Work alongside product managers and engineering teams to replicate, analyze, and document technical issues while contributing to continuous improvement efforts.
• Create and maintain high-quality technical documentation, including user guides, API documentation, FAQs, internal manuals, and knowledge base articles.
• Conduct training sessions and produce educational resources to ensure both internal teams and clients fully understand platform features and best practices.
• Utilize SQL for data analysis, troubleshooting, report generation, and validation during support processes.
• Leverage REST APIs for troubleshooting integration-related issues and assisting with technical inquiries.
• Perform feature validation and contribute to QA processes by running usability and quality checks.
• Analyze data to produce reports on product usage, customer feedback, recurring issues, and operational performance.

Required Skills and Qualifications

• Strong verbal and written communication skills, with the ability to simplify complex technical concepts for diverse audiences.
• Proven analytical and problem-solving abilities with keen attention to detail.
• Hands-on experience working with SaaS platforms, SQL, REST APIs, and web technologies.
• Demonstrated experience in creating technical content for end-users and internal teams.
• Familiarity with tools such as Jira, Freshdesk/Zendesk, Postman, and browser developer tools.

Preferred Qualifications

• Experience in SaaS startups or agile environments.
• Exposure to QA processes and automation tools such as Selenium or Cypress.
• Familiarity with business intelligence or data visualization platforms.

Why Join Us

• Remote-first and collaborative work culture.
• Opportunity to grow into roles in product management, analytics, or customer success.
• Direct exposure to impactful projects across cross-functional teams.

To apply, please share your updated resume at shalaj@kodejams.com.