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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

Criteria

Mandatory

Strong Product / Business Analytics profile, with a focus on B2C digital products

Mandatory (Experience 1): Must have 2+ YOE in Consumer analytics for Product / Marketing / Business / Consumer behaviour Insights for B2C Products (Don't want logistics, operations or supply-chain focused analytics profiles, they should have worked on consumer-side analytics)

Mandatory (Experience 2): Must have hands-on experience with data analysis tools (SQL or Excel or Python or R)

Mandatory (Experience 3): Must have hands-on experience with KPI dashboard creation and visualization platforms (Tableau, Power BI among others) for effective reporting at various organizational levels

Mandatory (Company): B2C product companies offering digital / Tech products (such as Fintech, EdTech, AdTech, TravelTech)

Mandatory (Exclusion): Avoid all e-commerce companies like Meesho, Amazon, Flipkart, Swiggy, as their scope of work is limited and irrelevant to their requirement.

Note: Candidates must be from B2C tech product companies where the core user experience is driven by the technology itself—not from companies like Ola, Swiggy, Zepto, Zomato, Uber, where the user experience is shaped by a tangible service (e.g., food delivery or cab rides).

Mandatory (Stability): Minimum 2 years per role required. One short stint is acceptable if there’s a long tenure (eg: 5+ years) in a prior role. Frequent job changes are straight rejects.

Note: Total years of experience must not exceed 4 years.

Total Experience (Mandatory): 1+ years of B2B Direct Sales / Business Development experience in Corporate Training, Learning Solutions, B2B EdTech, IT Services, or Enterprise Consulting Sales

Mandatory (Experience 1 – Direct Sales / Hunting): Must have hands-on experience in direct sales, including prospecting, client outreach, requirement discovery, solution pitching, negotiation, and deal closure.

Mandatory (Experience 2 – End-to-End Sales Cycle): Must have independently handled the complete sales cycle, from enquiry to proposal submission and closure.

Mandatory (Experience 3 – Account Management): Must have experience managing existing client accounts, including renewals, upsell/cross-sell, and long-term relationship management.

Mandatory (Experience 4 – Technology & Consulting Orientation):Basic to intermediate understanding of emerging technologies such as Cloud, Data, AI/ML, Cybersecurity, DevOps, or Digital Transformation domains.

Mandatory (Communication Skills): Must have excellent verbal and written communication, negotiation, and presentation skills to articulate value propositions and influence clients.Ability to listen actively, understand client needs, and provide tailored solutions.

Mandatory (Education Background): Must have a technical or IT-oriented education background —BE / BSc IT / MSc IT is mandatory.

Job Title: State Sales Head

Experience Required: Minimum 7+ years of experience in franchise sales profile, preferably in FMCG, Cement, Paint, Insurance and all Retail, or Franchise Business.

Job Type: Full Time & Hybrid (Office Field Work)

Job locations : Karnataka / Hyderabad / Raipur / Nagpur / Navi Mumbai / Orissa

Role Overview:

The State Sales Head will be responsible for driving state-level sales growth through effective management of Area Sales Managers. The primary responsibility will be to appoint, guide, and monitor

Area Sales Managers to ensure smooth execution of business objectives. The role involves recruiting and expanding Management Role Franchises as well as Shop Franchises under Genericart.

The State Sales Head will act as a key driver to achieve revenue targets, maintain strong franchise relations, and ensure consistent growth in line with company goals.

Key Responsibilities:

• Appoint, train, and supervise Area Sales Managers to deliver on state-level sales and business objectives.

• Drive recruitment of Management Role Franchises and Shop Franchises in alignment with

Genericarts expansion strategy.

• Ensure achievement of state-wise revenue targets through effective planning, execution, and monitoring.

• Develop and maintain healthy business relations with all Management Role Franchises to maximize revenue generation.

• Create strategies for continuous franchise growth, support, and business development.

• Track performance of Area Sales Managers and franchises through KRA (Key Result Areas) and

KPI (Key Performance Indicators).

• Provide regular reporting and market feedback to senior management.

• Resolve franchise-related issues proactively to maintain smooth operations.

• Ensure compliance with company policies, standards, and ethical practices.

Key Performance Indicators (KPIs):

• Achievement of monthly, quarterly, and annual revenue targets.

• Number of new Management Role Franchises and Shop Franchises appointed.

• Performance and productivity of Area Sales Managers.

• Franchise satisfaction and retention rate.

• Growth in state-wide business penetration and brand presence.

Required Qualification & Skills:

• Bachelors/Masters degree in Business Administration, Marketing, or related field.

• Minimum 7-10 years of sales leadership experience, preferably in FMCG, Cement, Paint and all Retail, or Franchise Business.

• Strong team management and leadership skills.

• Proven track record in meeting and exceeding sales targets.

• Excellent communication, negotiation, and relationship management skills.

• Entrepreneurial mindset with problem-solving ability.

• Willingness to travel extensively within the state.

We’re Hiring: Area Sales Executive/Manager 🚀

📍 Locations:

• Mumbai – Cover entire Maharashtra, report to NSM

• Lucknow – Cover entire UP, report to RSM

🗓️ 6 Days Working | 💼 1.5+ yrs experience

Role Highlights ✨

• 📈 Drive sales for microscopes & medical devices

• 🏥 Target labs, hospitals, colleges, FSL & industrial sectors

• 🤝 Meet doctors & institutions (govt. + private)

• 🎥 Give demos, training & technical support

• 🎯 Achieve monthly/quarterly/yearly sales targets

• 📊 Implement strategies from RSM/NSM

• 📝 Daily reporting + customer feedback

• 💰 Manage area sales & collections

• 🔍 Analyze market potential & maintain customer relations

• 🛠️ Learn product features & troubleshoot

• 📅 Submit weekly reports & complete assigned tasks

What You Need 🎓

• Bachelor’s/Master’s degree

• 1.5–3 yrs in sales (medical devices/scientific instruments preferred)

• 💡 Strong sales acumen & communication skills

• 🤝 Good interpersonal, organizational & problem-solving skills

• ⚡ High energy & adaptability

📩 Interested? Share your resume

Key Responsibilities

Pipeline Building & Prospecting

Identify, qualify, and maintain a healthy list of potential accounts in our key sectors

Outreach Strategy

Build and execute BD funnels - targeted outreach, messaging, follow-ups

Content & Communication

Craft thoughtful, relevant messaging for outreach and LinkedIn/email campaigns

Market & Account Research

Stay updated with hiring trends, leadership movements, and trigger events using job

boards, consulting groups, newsletters, etc.

Relationship Building

Cultivate early-stage relationships, and gradually grow into leading conversations with

senior stakeholders

Consultative Discovery

Be a great listener - identify pain points and potential opportunities within target accounts

Collaboration with Founders

Work directly with leadership to co-develop strategy, iterate on what’s working, and

evolve positioning 

We are looking for someone who can develop marketing assets eg. Corporate Decks, Investor decks, and product presentations, and the person who will be responsible for maintaining a library for the same.  

We are looking for a Data Analyst that oversees organisational data analytics. This will require you to design and help implement the data analytics platform that will keep the organisation running. The team will be the go-to for all data needs for the app and we are looking for a self-starter who is hands on and yet able to abstract problems and anticipate data requirements.
This person should be very strong technical data analyst who can design and implement data systems on his own. Along with him, he also needs to be proficient in business reporting and should have keen interest in provided data needed for business.

Tools familiarity:  SQL, Python, Mix panel, Metabase, Google Analytics,  Clever Tap, App Analytics

Responsibilities

• Processes and frameworks for metrics, analytics, experimentation and user insights, lead the data analytics team
• Metrics alignment across teams to make them actionable and promote accountability
• Data based frameworks for assessing and strengthening Product Market Fit
• Identify viable growth strategies through data and experimentation
• Experimentation for product optimisation and understanding user behaviour
• Structured approach towards deriving user insights, answer questions using data
• This person needs to closely work with Technical and Business teams to get this implemented.

Skills

• 4 to 6 years at a relevant role in data analytics in a Product Oriented company
• Highly organised, technically sound & good at communication
• Ability to handle & build for cross functional data requirements / interactions with teams
• Great with Python, SQL
• Can build, mentor a team
• Knowledge of key business metrics like cohort, engagement cohort, LTV, ROAS, ROE

Eligibility

BTech or MTech in Computer Science/Engineering from a Tier1, Tier2 colleges

Good knowledge on Data Analytics, Data Visualization tools. A formal certification would be added advantage.

We are more interested in what you CAN DO than your location, education, or experience levels.

Send us your code samples / GitHub profile / published articles if applicable.

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• Qualification: B.E. / B.Tech / M.C.A. in Computer Sciences.
• Should have Experience of at least one production environment Application in Google Play Store. GIT, Agile Frameworks, Jenkins
• Must have Java, Android, C, and C++.