Job Summary

The Prospect: The Product Support Specialist will serve as a critical point of contact between Supplier.io 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.

Location: Hyderabad

Nature of Employment: Full-Time

Working Shift: US (6:30pm IST to 3:30am IST)

Working Style: Remote

Experience: 4-6 years

Department: Data
What You Will Do
- 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 resolutions before communicating b

📌 Product Support Specialist (Hyderabad)
🏢 CVM Solutions
📍 Hyderabad