Role Overview We are looking for customer-focused Product Support Specialists with 4

to 5 years of experience to join our product support team. You will be the primary link between our customers and product team, diagnosing complex technical issues,

guiding users through platform workflows, and maintaining strict SLA response times across global time zones.

Key Responsibilities

- Provide high-touch support across email, live chat, and ticketing systems.
- Reproduce customer bugs, log detailed issue tickets, and coordinate with engineering and product teams for resolutions.
- Provide hands-on guidance on platform navigation and tool capabilities, rapidly resolving customer roadblocks to ensure they can use the platform effectively.
- Monitor incoming support queues during assigned shifts, ensuring high first- contact resolution rates and adherence to strict SLAs.
- Create and update internal troubleshooting guides, customer-facing help desk documentation, and FAQ articles.




- Analyse recurring user pain points and feed actionable insights to the product team to drive feature improvements.

Requirements

- Experience : 4-5 years of experience in technical product support or customer support for a B2B SaaS or consumer-tech platform.
- Shift Flexibility: Willingness to work in rotating operational shifts (including morning, evening, and night windows) and scheduled weekend rotations.
- Technical Aptitude: Strong troubleshooting skills with web applications, browser tools, APIs, and SaaS platform workflows.
- Communication: Excellent written and verbal English communication skills, with an ability to explain technical solutions in simple, transparent terms.
- Tools: Prior experience working with support platforms (e.g., Zendesk, Intercom, Freshdesk) and bug-tracking tools (e.g., Jira, Linear).

📌 Product Support Specialist (Bengaluru)
🏢 Trupeer.ai
📍 Bengaluru