Product Support Associate

Overview

Product Support Associate owning escalated cases end to end, from diagnosing root cause to resolving issues directly, escalating to engineering or product only when deeper investigation is needed.

What you'll do

• Own escalation cases end to end, triaging incoming issues from internal teams and customers, diagnosing root cause, and resolving them directly whenever possible.
• Ensure accuracy and clarity in every resolution, as small errors have outsized downstream impact.
• Build fluency across systems that matter for troubleshooting and backend tools (e.g., Datadog, Amplitude) to recognize known issues versus new ones.
• Serve as a clear, responsive point of contact for the internal teams and customers who filed the case, keeping them updated and setting accurate expectations on timing.
• Get on the phone with customers when a case calls for it, walking them through a solution or troubleshooting live rather than relying solely on written back-and-forth.
• Meet defined service levels for response and resolution time, and hold yourself accountable to individual and team goals as the team's cadence gets established.
• Identify and recognize patterns when the same issue recurs, flag it as a candidate for a permanent fix, and help build the internal knowledge base so recurring issues get faster to resolve.

What you'll need

• 1-3 years of experience in customer support, technical support, operations, or a related troubleshooting role.
• Comfortable working in Salesforce or equivalent case management/help desk software.
• Strong analytical instincts and technical curiosity, with the ability to navigate unfamiliar systems and figure out what is happening without needing everything explained.
• Excellent written and verbal communication, with the ability to explain a resolution clearly to both a frustrated customer and an internal stakeholder.
• Highly organized, with a strong sense of ownership over open cases and follow-through on commitments.

Details

• Location: Bangalore, India.
• Work mode: Onsite (#LI-Onsite).