Product Support Associate

Overview

Product Support Associate responsible for resolving escalated customer and internal issues end to end, diagnosing root causes and looping in engineering/product when deeper investigation is needed.

What you'll do

• Own escalation cases end to end, including triage, diagnosis, and direct resolution when possible.
• Ensure accuracy and clarity in resolutions to avoid downstream impact.
• Use troubleshooting systems knowledge to distinguish known issues from new ones.
• Act as a responsive point of contact for internal teams and customers, providing updates and expectations.
• Conduct live phone walkthroughs of solutions when a case requires customer interaction.
• Meet service levels for response and resolution time and stay accountable to goals.
• Identify recurring patterns and help drive fixes and a knowledge base to reduce repeat issues.

What you'll need

• 1-3 years of experience in customer support, technical support, operations, or related troubleshooting.
• Comfort working in Salesforce or equivalent case management/help desk software.
• Strong analytical instincts and technical curiosity to navigate unfamiliar systems.
• Excellent written and verbal communication for clear explanations to customers and stakeholders.
• Strong organization and ownership over open cases with follow-through.

Details

• Location: Bangalore, India.