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Technical Product Support Specialist
Technical Product Support Specialist
MpleAI's logo

Technical Product Support Specialist

Sanskruti Porje's profile picture
Posted by Sanskruti Porje
1 - 3 yrs
₹3L - ₹5L / yr
Mumbai
Skills
SaaS product support expertise
Technical analysis
Root cause analysis
Technical support
Customer Support
Customer Success
System testing

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
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Shubham Vishwakarma

Full Stack Developer - Averlon
I had an amazing experience. It was a delight getting interviewed via Cutshort. The entire end to end process was amazing. I would like to mention Reshika, she was just amazing wrt guiding me through the process. Thank you team.
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About MpleAI

Founded :
2023
Type :
Product
Size :
20-100
Stage :
Raised funding

About

Transforming sales training with AI solutions. Screen, Onboard and Train With Artificial Intelligence. AI-Powered Recruitment, Automated Onboarding, Product Training and Coaching, AI Role Play for Sales Training.
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Company social profiles

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