Product Support Specialist

Role: Product Support Specialist

Location: Bangalore

Position Overview:

The Product Support Specialist is responsible for delivering high‐quality customer experience by diagnosing, resolving, and preventing product issues. This role ensures smooth platform performance through structured troubleshooting, clear communication, and collaboration with internal teams. The ideal candidate brings strong analytical thinking, a customer-first mindset, and the ability to translate complex issues into simple, actionable solutions.

Key Responsibilities:

Issue Identification & Triage:

• Review and validate client-reported issues to determine whether they stem from configuration gaps, user misunderstandings, enhancement needs, or product defects.
• Provide clear guidance and assistance to customers to resolve functional querie
• Escalate issues appropriately when deeper product expertise is required.

Information Gathering:

• Collect essential supporting details such as screenshots, steps to reproduce, and environment information.
• Ensure all required inputs are documented to enable fast and accurate troubleshooting.

Troubleshooting & Replication:

• Use product tools, logs, and basic database queries to analyze and diagnose issues.
• Reproduce reported concerns in test/staging environments to confirm behavior and identify root causes.
• Work with internal subject-matter experts when specialized expertise is needed.

Cross‐Team Collaboration:

• Partner with product and engineering teams to validate potential product issues.
• Provide structured, well‐documented summaries to reduce back‐and‐forth and speed up resolution.
• Communicate effectively across teams to ensure timely fixes and updates.

Documentation:

• Create detailed support tickets outlining replication steps, evidence, and preliminary findings.
• Maintain clear internal documentation for recurring issues, resolutions, and best practices.

Customer Communication:

• Keep customers informed with timely updates, expected timelines, and clear explanations.
• Ensure all responses are accurate, empathetic, and tailored to customer needs.
• Provide closure summaries that explain root cause, resolution steps, and preventive recommendations.

Tracking & Reporting:

• Maintain a well‐structured tracker of all ongoing issues, dependencies, and progress.
• Highlight patterns, recurring issues, and product improvement opportunities.
• Share periodic updates with internal stakeholders to improve product quality and customer satisfaction.

Qualifications:

- Bachelor’s degree in a relevant field or equivalent practical experience.

- Minimum 2 years of experience in technical support, customer service, or product operations.

- Basic understanding of database querying and troubleshooting tools.

- Excellent communication skills with the ability to simplify complex information.

- Strong analytical abilities and attention to detail.

- Comfortable working collaboratively across teams in a fast‐paced, customer-centric environment.

- Experience with SaaS products or multi‐module software platforms is a plus.

Digii's Commitment to You

• Opportunity to shape digital transformation in the

  higher education academic ecosystem

  .
• Flexible working hours and hybrid/remote work options.
• A collaborative environment that values innovation, ownership, and academic impact.
• Access to experienced educationists, technologists, and industry mentors for growth and guidance.

If you are passionate about driving technology adoption in the higher education sector and contributing to the growth of our SaaS platform, we invite you to join our high-energy team and make a difference in the future of education.