
Technical Product Support Specialist
Role Overview
As a Technical Product Support Specialist, you will play a key role in enabling smooth product adoption and delivering a high-quality support experience for our customers. You will handle technical product queries, troubleshoot issues, and work closely with engineering, product, and customer success teams to resolve problems efficiently.
This role sits at the intersection of technology, customer experience, and process ownership and is ideal for someone who enjoys problem-solving, learning complex systems, and acting as the voice of the customer internally.
Key Responsibilities
- Serve as the first point of contact for customer product and technical queries via email, chat, and calls
- Troubleshoot common SaaS issues including login and access problems, feature usage questions, configuration errors, and basic integration challenges
- Manage support tickets end-to-end and ensure timely resolution in line with defined SLAs
- Escalate complex or recurring technical issues to engineering or product teams with clear documentation, logs, and reproduction steps
- Collaborate closely with Customer Success Managers to support customer onboarding, adoption, and ongoing usage
- Maintain and regularly update customer-facing documentation, FAQs, help articles, and knowledge base content
- Gather customer feedback, identify recurring issues or gaps, and share actionable insights with product and engineering teams
- Ensure a consistent, reliable, and high-quality support experience for mid-market and enterprise customers
Skills and Qualifications
- Bachelor’s degree in a technical or engineering-related field such as Computer Science, IT, or Engineering
- 2–3 years of experience in SaaS product support, technical support, or application support roles
- Strong analytical and troubleshooting skills with a structured problem-solving approach
- Ability to quickly understand product workflows and explain technical concepts in simple, customer-friendly language
- Hands-on experience with support or ticketing tools such as Zendesk, Freshdesk, Jira, or similar platforms
- Strong written and verbal communication skills with a customer-first mindset
- Familiarity with SaaS products, web applications, and basic system integrations
Ideal Candidate
- Has a strong technical mindset and enjoys understanding how products work in depth
- Is comfortable working with engineers and can clearly articulate issues, edge cases, and customer pain points
- Thrives in a fast-paced, evolving environment and can manage multiple tickets and priorities at once
- Is detail-oriented, process-driven, and takes ownership of issues until resolution
- Views support as an opportunity to improve both the product and the overall customer experience
- Is eager to grow into roles such as Customer Success, Solutions Engineering, or Product Operations
Nice to Have
- Exposure to AI, EdTech, or enterprise SaaS platforms
- Working knowledge of APIs, SSO, LMS, or CRM integrations
- Experience creating help guides, product walkthroughs, or customer training materials
Why Join Us
- Opportunity to work in a fast-growing AI SaaS company transforming enterprise learning
- Direct exposure to enterprise customers and real-world SaaS adoption challenges
- Collaborative culture with clear growth paths into Customer Success, Solutions Engineering, or Product Management
- Chance to contribute to innovative, AI-driven products shaping the future of corporate learning

About MpleAI
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Sr. Software Developer ( 4years – 5years)
Required:
- Extensive experience in Ruby on Rails (4-5)years, software designing and architecture.
- Experience in microservice architecture (2-3)years
- Experience in Elastic Search/Redis/Sidekiq
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Good To have:
- Experience in design pattern
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location-mumbai
serving notice period
client- one of the big 4
Tech Lead – Software Development
Tech Lead will be responsible for development and project delivery. She will also provide technical and team leadership through coaching and mentorship.
Job Responsibilities:
- Guide team development efforts towards successful project delivery
- Provide technical leadership to teammates through coaching and mentorship
- Maintain high standards of software quality within the team by establishing and coaching team member in best practices in development
- Collaborate with other software developers, business analysts and software architects to plan, design, develop, test, and maintain web- and desktop-based business applications built on new and legacy technologies.
- Assist in the collection and documentation of user’s requirements, development of user stories, estimates and work plans
- Design, develop, and unit test applications in accordance with established standards
- Participate in peer-reviews of solution designs and related code
- Package and support deployment of releases
- Analyze and resolve technical and application problems
- Assess opportunities for application and process improvement and prepare documentation of rationale to share with team members and other affected parties
- Adhere to high-quality development principles while delivering solutions on-time and on-budget
- Ensure Team member adhere to the SDLC requirements
Qualifications:
- B.E./B.Tech./MCA or equivalent
- 12+ years’ experience as a Software Developer with at least 3+ years in a similar role
- Prior experience in a technical leadership position
- Proficient with .NET/Angular/React/Node JS and SQL
- Extensive hands-on Experience in ASP.Net Core, MVC.
- Excellent understanding of database tuning, design, optimization, and scaling using MS SQL and NoSQL databases
- In-depth knowledge and experience with developing web applications with service-oriented framework, Microservices and Rest APIs
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- Experience with source control management systems and continuous integration/deployment environments
- Experience with agile development methodologies including Kanban and Scrum
- Experience with multi-threading and concurrency
- Experience with debugging, performance profiling and optimization
- Comprehensive understanding of object-oriented and service-oriented application development techniques and theories
- Strong communication skills with both internal team members and cross team stakeholders
- Strong initiative to find ways to improve solutions, systems, and processes
Team Merito
We are looking for a Full Stack Developer to build scalable software solutions and to be part of our cross-functional team that’s responsible for the full software development life cycle, from conception to deployment.
You should have
- Degree in Computer Science or relevant field
- Strong knowledge and understanding of JavaScript and TypeScript
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- Knowledge of backend languages and frameworks primarily Node.js
- Familiarity with SQL databases (e.g. PostgreSQL)
- Knowledge of Docker, Kubernetes would be a plus.
- Leadership skills for guiding and mentoring team mates.
- Understanding of CI/CD Concepts
- Awareness of key concepts in DevOps and Agile principles
Perks
- Flexible working hours - employee tracking is never a thing
- A fun and close-knit agile team.
- Open office layout that promotes collaboration, conversation, and camaraderie – the result-oriented team.
- Recreational activities to keep you away from the screen and live, laugh, enjoy with the team.
Job Description
Looking for a results-driven Agile Engineering Project Manager to join our team of innate problem solvers. As an engineering expert with an agile mindset, you plan, solve the unexpected, and always innovating new ways to exceed expectation. This role requires individual who is able to empower and motivate the teams in order to bring about successful change.
This role is an excellent opportunity for someone who would like to join an international global organization with a ‘start-up’ mentality. We highly value Openness, Collaboration, Learning Mindset, and partnering with our customers to drive Positive Outcome.
- MUST - SAFe Agile Certification and experience delivering in a SAFe environment
- Good knowledge in SaaS product and evolving trends
- Strong - hands on- project management experience from inception to closure phases
- Technical business analysis experience in consulting and digital transformation solution
- Hands-on technical expertise
- Appetite to learn fast in a changing environment
Job Requirements
Skills / Competencies
- 3+ years of Agile product/project management experience in delivering digital or technology-based solutions
- 5+ years of experience developing applications using Java, Spring Boot, REST Micro Services and Cloud Technologies
- 2 or more engagements as a lead (scrum master, product owner, Kanban lead, etc.) on delivery or consulting projects / product based on Scrum/ Kanban framework
- Work with product managers in developing a strategy and road map to provide compelling capabilities for smarten Spaces community that helps them succeed in their business goals
- Partner with Agile leadership, other delivery leads, Product Owner and other internal / external stakeholders to drive effective adoption of best practices, deployment of processes, methodologies and tools, execution of ceremonies and to drive continuous improvement on delivery engagements
- Work closely with senior engineers to develop the best technical design and approach for new product development.
- Instil best practices for software development and documentation, assure designs meet requirements, and deliver high-quality work on tight schedules.
- Software Development experience; experience in building and leading strong engineering teams
- Solid software development background including design patterns, data structures, test driven development
- A product mindset for owning the set-up of the end to end delivery process and tools
- Leading multiple projects with revenue, quality and timeline accountability
- Proven in delivering enterprise programs and comfortable working with a remote regional team
- Highly proficient in scope (requirements)/ backlog management, quality management and risks and issues management
- Experience of delivering one or more fixed time, fixed price or SLA based managed services engagements
- Should have experience of leading all Agile ceremonies
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- Ability to challenge scope / requirements and review non-technical deliverables such as user documentation, estimates, etc
- Knowledge of 2 or more effort and cost estimation methodologies/ frameworks
- Ability to align the team on the organizational and (or) product vision and lead them to realise stated business outcomes.
Softskills
- Desire to work in fast paced environment along with project and time management skills
- Good attitude toward work and Strong problem solving
- Excellent verbal and written communication skills
- Ability to work independently or with a group
- Should have a clear thinking process
- Should be able to manage a team
- Should have a learning agility
Qualification
- 5 to 8 years of hands-on technical experience using Java, Spring Boot, REST Micro Services
- 3 to 5 years of Agile product/project management experience
- BE / B Tech or equivalent from any recognized university
- SAFe Agilist or SAFe PO/PM Certification
• Participation in the requirements analysis, design, development and testing of applications.
• The candidate is expected to write code himself/herself.
• The candidate is expected to write high level code, code review, unit testing and deployment.
• Practical application of design principles with a focus on the user experience, usability, template
designs, cross browser issues and client server concepts.
• Contributes to the development of project estimates, scheduling, and deliverables.
• Works closely with QA team to determine testing requirements to ensure full coverage and best
quality of product.
• There is also the opportunity to mentor and guide junior team members in excelling their jobs.
Job Specifications
• BE/B. Tech. Computer Science or MCA from a reputed University.
• 6+ Years of experience in software development, with emphasis on JAVA/J2EE Server side
programming.
• Hands on experience in Core Java, Multithreading, RMI, Socket programing, JDBC, NIO,
webservices and Design patterns.
• Should have Knowledge of distributed system, distributed caching, messaging frameworks, ESB
etc.
• Knowledge of Linux operating system and PostgreSQL/MySQL/MongoDB/Cassandra database is
essential.
• Additionally, knowledge of HBase, Hadoop and Hive are desirable.
• Familiarity with message queue systems and AMQP and Kafka is desirable.
• Should have experience as a participant in Agile methodologies.
• Should have excellent written and verbal communication skills and presentation skills.
• This is not a Fullstack requirement, we are purely looking out for Backend resources
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