Supplier.io is the market leader in supplier intelligence, trusted by over half of the Fortune 100 to power smarter, more responsible sourcing decisions. Our platform helps corporate procurement teams discover, evaluate, and engage with over 11 million suppliers with a focus on local, small, diverse, and sustainable businesses. This helps organizations build supply chains that are resilient, inclusive, and built for impact.

Our solutions empower today’s procurement teams with accurate data, actionable insights, and measurable impact, which helps them mitigate risk, expand sourcing options, achieve ESG goals, and advance economic inclusion. Whether tracking spend, sourcing alternate suppliers, or measuring program results, Supplier.io transforms complexity into clarity; empowering teams to lead with confidence and build supply chains that deliver for both business and community. - 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 Opportunity

What You Will Do

Customer Support and Issue Resolution

- 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 explicit 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 back to customers.
- Maintain a structured record of investigation findings, workarounds, and resolution steps for future reference and knowledge sharing.

Customer Onboarding and Product Guidance

- Guide customers through product features, configurations, and best practices to maximize platform adoption and value realization.
- Deliver clear, accessible explanations of technical concepts to non-technical stakeholders through written and verbal communication.
- Conduct walkthrough sessions with customers to address usage questions, clarify product behavior, and support onboarding milestones.
- Proactively identify customers at risk of dissatisfaction and coordinate with Customer Success Managers on retention and resolution strategies.

Documentation and Knowledge Management

- Create and maintain high-quality support documentation including FAQs, troubleshooting guides, and known issue articles in the internal knowledge base.
- Document case details accurately within the CRM/ticketing system, capturing customer context, investigation steps, and resolution outcomes.




- Contribute to the continuous improvement of support processes by identifying knowledge gaps and suggesting process enhancements.

Cross-Functional Collaboration

- Partner with Product Management to communicate customer pain points and feature requests that inform roadmap prioritization.
- Coordinate with the Implementation and Delivery teams to ensure smooth handoffs for customers transitioning from onboarding to steady-state support.
- Participate in product release reviews to stay current on new features, known issues, and changes that may impact the support queue.

What You Will Bring

Experience

- 4-6 years of experience in a product support, technical support, or customer success role within a SaaS or enterprise software environment.
- Demonstrated experience managing customer escalations and driving issue resolution in a high-volume, fast-paced workplace.
- Prior experience working with CRM and ticketing systems such as Salesforce, Zendesk, Jira Service Management, or similar platforms.

Technical Skills

- Proficiency in SQL for querying databases to investigate data-related issues and validate system behavior.
- Familiarity with REST APIs and the ability to use API testing tools such as Postman to diagnose integration-related issues.
- Working knowledge of cloud-based SaaS platforms and standard web technologies (browsers, authentication, data formats such as JSON/CSV).

Analytical and Problem-Solving Skills

- Strong structured thinking with the ability to break down ambiguous issues into clear, investigable components.
- Ability to manage and prioritize multiple open cases simultaneously while maintaining quality and SLA adherence.
- Detail-oriented with a methodical approach to troubleshooting and documentation.

Communication and Customer Engagement

- Excellent wr

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