Product Support Specialist

Role Overview

Product Support Specialist

Key Responsibilities

• Serve as the first point of contact for customer product queries via email, chat, or calls.
• Troubleshoot common SaaS product issues (login/access, feature usage, configuration errors).
• Manage support tickets and ensure timely resolution as per SLA.
• Escalate complex technical issues to engineering/product support engineers with proper documentation.
• Collaborate with Customer Success Managers to support onboarding and adoption.
• Maintain and update customer-facing documentation, FAQs, and knowledge base.
• Collect customer feedback and share insights with product and engineering teams.
• Ensure a consistent, high-quality support experience for enterprise clients.

Skills & Qualifications

• Bachelor’s degree in any field (technical background preferred but not mandatory).
• 2–3 years of experience in 

  SaaS product support or technical support roles

  .
• Strong problem-solving and troubleshooting mindset.
• Ability to learn product workflows quickly and explain them in simple terms.
• Experience with 

  ticketing tools

   (Zendesk, Freshdesk, Jira, or similar).
• Good communication skills (written and verbal), with customer empathy.
• Familiarity with SaaS products, web applications, and integrations.

Nice to Have

• Exposure to 

  AI, EdTech, or enterprise SaaS

   platforms.
• Knowledge of APIs, SSO, or LMS/CRM integrations.
• Ability to create help videos or customer training materials.

Why Join Us?

• Opportunity to work in a fast-growing AI SaaS company transforming enterprise learning.
• Direct exposure to enterprise clients and real-world SaaS adoption challenges.
• Collaborative work culture with growth paths into 

  Customer Success, Solutions Engineering, or Product Management

  .
• Be part of an innovative team shaping the future of AI in corporate learning.