Product Support Engineer

Pepagora India Pvt Ltd

Product Support Engineer - Job Description
HELP BUSINESSES SUCCEED
Location: Coimbatore | Work Mode: Full-time, In-Office
Great support doesn't forward tickets. It turns noise into engineering signal.

About Pepagora

Pepagora is trust infrastructure for global B2B growth. We operate a verification-first ecosystem that reduces trust friction, improves deal velocity, and enables SMEs to expand across borders with confidence. Our core product system - TruBadge, ESR Score, Janu AI, and OneInbox powers signal-driven decision-making for businesses worldwide. Incorporated in Singapore, Pepagora is at a Pre-Series A stage and scaling rapidly across international markets.

About the Role

Own L1/L2 technical triage so product engineers can stay focused.

Reproduce, categorise and route issues with enough evidence for fast resolution, while building a useful knowledge base from recurring patterns.

What You'll Be Doing

• Own first-line technical intake and L1/L2 triage
• Reproduce issues and capture precise steps, logs and evidence
• Categorise severity/area and route to the right squad
• Track incidents through resolution and communicate clearly
• Maintain troubleshooting guides and knowledge-base content
• Identify recurring patterns and escalate product-quality signals
• Who We're Looking For
  1 - 3 years in technical/product support, QA or application support is ideal.
• Strong troubleshooting and communication skills.
• Basic understanding of web applications, APIs, browsers and logs
• Structured problem-solving and attention to detail.
• Comfort working with customers/internal teams under time pressure

Good to Have

• SQL basics
• Postman/API troubleshooting
• SaaS support experience
• Jira/service desk tools

Technology Environment

Web/SaaS troubleshooting • APIs • logs • browser dev tools • ticketing • Basic SQL