About The Role

As a Product Technical Specialist, you will be the trusted technical expert for our customers, ensuring they have a seamless and reliable experience with our SaaS platform. This role is for a natural problem-solver who thrives on diving deep into complex technical issues. You will be the backbone of our support operations, diagnosing and resolving intricate problems related to our AWS-hosted environment, networking configurations, and integrated phone systems. You are energized by a fast-paced workplace and are passionate about providing world-class support through phone, email, and chat, ready to tackle any challenge that comes your way, including participation in a rotating on-call schedule to provide critical support.
Role & Responsibilities
Provide high-quality, real-time technical support to customers via phone, email, and chat, managing multiple issues simultaneously.
Lead technical troubleshooting sessions with customer IT teams, diagnosing and resolving complex issues related to networking (VPNs, firewalls, whitelisting), cloud infrastructure (AWS),



and integrated phone systems.
Utilize Zendesk to manage, prioritize, and document customer support tickets from initial contact through to resolution.
Analyze application and server logs to identify bugs, performance bottlenecks, and the root cause of failures.
Collaborate directly with Engineering teams to escalate and resolve deep technical issues, acting as the customer advocate.
Participate in a rotating on-call schedule to provide after-hours and weekend support for critical, service-impacting incidents.
Develop and maintain internal and customer-facing support documentation, including knowledge base articles and troubleshooting guides.
Proactively identify opportunities for product improvements and process enhancements to reduce support ticket volume and improve the customer experience.
Mentor junior team members on best practices for ticket handling and technical diagnosis.
Qualifications

📌 Product Technical Specialist (Hyderabad)
🏢 Eltropy
📍 Hyderabad