Position : Product Support Engineer;

Join an AI-first support organization where AI handles routine interactions and human expertise focuses on solving complex customer problems.

As a Product Support Engineer, you will troubleshoot technical issues, guide customers to successful outcomes, contribute to our knowledge ecosystem, and help improve AI-driven support experiences.

Shift Timings : 2 pm to 11 pm & 9 pm to 6 am (rotational on quarterly basis)

Key Responsibilities

- Diagnose and resolve product, configuration, integration, and workflow issues.
- Handle escalations from AI-assisted support channels.
- Provide clear and effective customer communication.
- Create and improve knowledge articles and reusable solutions.
- Identify gaps in documentation, AI responses, and support workflows.
- Collaborate with Product and Engineering on defects and customer-impacting issues.
- Represent customer feedback and product insights.

Qualifications

- 3+ years in SaaS technical support,



product support, or solutions engineering.
- Strong troubleshooting and analytical skills.
- Experience supporting web applications, APIs, integrations, authentication, or cloud platforms.
- Robust written and verbal communication skills.
- Customer-focused mindset with a passion for continuous improvement.

Success Measures

- Customer satisfaction and resolution quality.
- Effective handling of complex customer issues.
- Quality of knowledge contributions.
- Escalation quality and completeness.
- Contribution to AI and self-service improvements.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Product Support Engineer (Coimbatore)
🏢 Kovai
📍 Coimbatore