Product Support Engineer

Join SaaS Labs, where innovation meets excellence! SaaS Labs is a global SaaS company powering over 6000 businesses worldwide with its software ecosystem focused on automation, productivity, and collaboration. Backed by leading investors such as Peak XV Partners, Base10 Partners, and Eight Roads, our portfolio includes JustCall, Helpwise, Dialworks, EasyCalendar, CallPage, Atolia, and CallRoot.

As a Product Support Engineer, you'll be the first point of contact for customers using JustCall, our cloud-based phone system and contact center platform that powers businesses across 70 countries. You will dive into their tech issues and resolve their queries and tickets. In short, you'll be the problem-solving pro and product expert they turn to for help via calls, emails, and chats.

Qualification:

• At least 1 year of support experience (experience in product/application/tech support preferred)
• Experience with chat, email, and phone support
• Bachelor's degree in Information Technology, Computer Science, or related fields preferred
• Experience with relevant platforms and tools like Intercom, JIRA, MaestroQA
• Knowledge of API and webhooks is preferable

Key Responsibilities:

• Provide technical support to customers, prospects, and on-trial users via phone, email, and chat.
• Triage, troubleshoot and resolve product-related queries and issues.
• Offer calls proactively; lead live troubleshooting and screen-share sessions with customers when required for faster resolution.
• Escalate complex, recurring, or high-impact issues to SME/Product/Engineering with full context and diagnostics.
• Collaborate with Product, Engineering, Sales, and Customer Success to partner on unblocking the customers.
• Identify product improvements and communicate customer feedback to relevant teams.
• Maintain accurate case notes and ensure updates are communicated to customers throughout the resolution period.
• Follow all SOPs, tagging/taxonomy rules, and compliance guidelines for account access and actions.
• Ensure SLAs are met and productivity and performance KPIs (CSAT, FCR, Internal Quality Score, response time, etc.) are met.
• Proactively identify and flag cases that need escalation or trend analysis.
• Contribute to and improve internal and external documentation (Help Center articles, FAQs, troubleshooting guides).
• Participate in QA/peer reviews and implement feedback to improve response quality.

Skills:

• Strong English communication skills (written & spoken)
• Tech-savvy, quick learner, and able to explain complex concepts simply
• Empathetic problem-solver with high EQ
• Skilled at handling multiple queries/tickets efficiently
• Experience with CRMs and troubleshooting technical issues

Benefits and Perks:

• Opportunity to work and collaborate with a truly global team spread across 6 countries
• Routine hackathons and learning boot camps to promote knowledge sharing
• Comprehensive medical benefits and term insurance

Curious about what we're building? Follow us on LinkedIn to be the first to know!