Location: Hyderabad, India
Nature of Employment: Full-Time
Working Shift: US (6:30PM IST to 3:30AM IST)
Working Style: Remote
Experience: 4–6 Years
Department: Data
The Chance
The Product Support Specialist will serve as a critical point of contact between supplier.io's customers and its internal teams, ensuring timely resolution of product-related issues and delivering a best-in-class support experience. With 4–6 years of hands-on experience in SaaS or enterprise software support environments, the ideal candidate brings strong analytical and problem-solving skills, a customer-first mindset, and the technical depth to investigate, diagnose, and resolve complex product data issues. This role works cross-functionally with Engineering, Product, and Customer Success to drive issue resolution, improve product adoption, and contribute meaningfully to supplier.io's mission of advancing supplier diversity.
What You Will Do
Customer Support and Issue Resolution
• Serve as the primary point of contact for customer-reported product issues, inquiries, and escalations via ticketing systems,



email, and virtual calls.
• Diagnose, troubleshoot, and resolve technical and functional issues related to the supplier.io platform, ensuring timely resolution within defined SLA thresholds.
• Manage and prioritize a queue of open cases, providing clear and consistent communication to customers throughout the resolution lifecycle.
• Identify recurring issues and escalate systemic problems to the Engineering or Product teams with detailed documentation and reproduction steps.
Technical Investigation and Root Cause Analysis
• Investigate product defects, data discrepancies, and workflow failures by analysing logs, database records, and system configurations.
• Use internal tools, SQL queries, and platform dashboards to trace issue root causes and validate resolution outcomes.
• Collaborate with Engineering teams to reproduce bugs, validate fixes in staging environments, and confirm resolut

📌 Product Support Specialist (Hyderabad)
🏢 supplier.io
📍 Hyderabad