Vetica DBA

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

Position Description:

Amity University, Patna campus invites applications for a tenure-track Assistant Professor position in the Department of Computer Science. The successful candidate will demonstrate a strong commitment to teaching, research, and service in the field of computer science.

Responsibilities:

• Teach undergraduate and graduate courses in computer science, with a focus on [insert areas of specialization or interest, e.g., artificial intelligence, machine learning, software engineering, etc.].
• Develop and deliver innovative curriculum that incorporates industry best practices and emerging technologies.
• Advise and mentor undergraduate and graduate students in academic and career development.
• Conduct high-quality research leading to publications in peer-reviewed journals and presentations at conferences.
• Seek external funding to support research activities and contribute to the growth of the department.
• Participate in departmental and institutional service activities, including committee work, academic advising, and community outreach.
• Contribute to the collegial and collaborative atmosphere of the department through active engagement with colleagues and participation in departmental events and initiatives.

Qualifications:

• A Ph.D. in Computer Science or atleast Thesis submitted
• Evidence of excellence in teaching at the undergraduate and/or graduate level.
• A strong record of research productivity, including publications in reputable journals and conferences.
• Demonstrated expertise in [insert areas of specialization].
• Ability to effectively communicate complex concepts to diverse audiences.
• Commitment to fostering an inclusive and equitable learning environment.
• Strong interpersonal skills and the ability to work collaboratively with students, faculty, and staff.
• Potential for leadership and contribution to the academic community.

Preferred Qualifications:

• Experience securing external research funding.
• Experience supervising undergraduate or graduate research projects.
• Experience with curriculum development and assessment.
• Experience with industry collaboration or technology transfer initiatives.

Application Process:

Interested candidates should submit a cover letter, curriculum vitae, statement of teaching philosophy, statement of research interests, evidence of teaching effectiveness (e.g., teaching evaluations), and contact information for three professional references. Review of applications will begin immediately and continue until the position is filled.

● B.Tech/M.Tech degree in Computer Science, Engineering or a related subject 

● Proven hands-on Software Development experience 

● Strong proficiency in JavaScript and the JavaScript object model is a must. 

● Thorough understanding of React.js and its core principles 

● Prior experience with popular React.js workflows (such as Flux or Redux) 

● Familiarity with RESTful APIs 

● Familiarity with HTML / HTML5 CSS/CSS3/ Bootstrap 

● Mobile app development experience with Flutter/Dart is a big plus; or willingness to learn these technologies. 

● Experience with MySQL is a plus. 

● Preferably prior experience in working in a start-up.

Experience: 6+ Years

Essential Skills & Experience

• Must to have minimum of 3 years of experience in using Angular 2+ and above versions.
• Develop modern software applications and working with the team to solution definition and guide teams through execution and implementation
• Ensuring high performance on mobile and desktop
• Must have experience for writing tested, idiomatic, and documented Angular, JavaScript, HTML and CSS
• Must have knowledge of OOP concepts, industry best practices and architecture designs.
• Must have good understanding of web technology/enterprise level applications.
• Coordinating the workflow between the graphic designer, the HTML coder, and yourself
• Cooperating with the back-end developer in the process of building the RESTful API
• Communicating with external web services
• Experience should include structured source code management using SVN or GIT and build using MAVEN/Grunt.
• Good to have backend experience in any one of the backend technologies mentioned below:
  • Java with Spring boot.
  • PHP
• Need to have good experience in Web application designing.
• Good to have experience in Agile methodology.

Nice to Have

• Experience with web servers like Nginx or NodeJS
• Basic awareness of cloud orchestration frameworks like Kubernetes/Docker
• Understanding of Unit Testing Frameworks

BEHAVIORAL SKILLS

• Self-motivated and a Quick Learner
• Ability to consistently perform and meet deadlines
• Attention to detail and follow-through
• A good understanding of customer satisfaction
• Ability to work effectively in a team as well as in an individual environment
• Excellent written and verbal communication skills