Product Support Associate

This role is perfect for someone who thrives on helping users, enjoys solving complex problems, and has a strong grasp of how SaaS platforms work. You'll be the front line of support for business clients - answering queries, troubleshooting issues, and working cross-functionally to ensure customers get the best possible experience.

If you understand the value of excellent support and enjoy untangling technical challenges, this is your opportunity to make a real impact.

Key Responsibilities

• Provide responsive, high-quality support to B2B clients through Zendesk, email, and video calls.
• Investigate and resolve product-related issues, including app behaviours, integrations, and data inconsistencies.
• Translate technical problems into simple, clear solutions for users with varying levels of technical understanding.
• Reproduce reported issues in test environments to identify contributing factors, including reviewing logs and querying data where required.
• Collaborate with Product, Engineering, and QA teams to raise defects, track them through triage, fix, and release, and close the loop with the customer.
• Maintain and improve support workflows, including ticket tagging, macros, and knowledge base articles.
• Support onboarding and configuration processes in partnership with Customer Success.
• Contribute to incident response and help manage client communications when major issues arise.
• Proactively suggest improvements to documentation, tools, and internal support processes.
• Troubleshoot product issues, reproduce bugs, and write clear bug reports for the development team
• Work closely with developers to QA and verify customer-facing bug fixes before release
• Create, maintain and improve the Support Desk knowledge base and technical documentation
• Identify recurring issues and propose process improvements that cut turnaround times
• Manage escalations professionally with customers across the UK and US

What Were Looking For

• 8+years' experience in a SaaS support, customer service or technical support role, ideally for a B2B SaaS product
• Hands-on experience using Zendesk (or similar platforms) to manage support queues.
• Strong problem-solving skills, with a basic understanding of web apps, APIs, and data formats like JSON or SQL.
• Clear, empathetic communicator who can explain technical topics to non-technical audiences.
• Able to work independently and manage competing priorities across an active queue.
• A team player with a growth mindset and a passion for helping customers succeed.
• Comfortable working 12 PM 9 PM IST

Nice to Have

• Exposure to project, portfolio, or strategy execution platforms, or experience in a PMO environment.
• Familiarity with tools like Postman, browser dev tools, or logging platforms (e.g., Datadog, Sentry).
• Experience supporting enterprise clients or assisting with onboarding and integrations.
• Basic scripting or SQL knowledge.
• Interest in workflow automation and building internal tooling to improve how a support team operates.
• QA / manual testing experience, especially testing software fixes
• Experience writing or owning a knowledge base or help centre
• Experience with Zendesk, Freshdesk, Jira or Confluence
• A track record of improving support processes or metrics (CSAT, resolution time)