Product Support Specialist

2 weeks ago

Mumbai, India mple.ai Full time

Role Overview

As a Product Support Specialist , you will play a critical role in ensuring smooth adoption and continued satisfaction of our customers. You will be responsible for handling product queries, troubleshooting issues, maintaining customer documentation, and acting as the voice of the customer to internal teams. This is a functional role with a mix of technical know-how, customer handling, and process ownership.


Key Responsibilities

  • Serve as the first point of contact for customer product queries via email, chat, or calls.
  • Troubleshoot common SaaS product issues (login/access, feature usage, configuration errors).
  • Manage support tickets and ensure timely resolution as per SLA.
  • Escalate complex technical issues to engineering/product support engineers with proper documentation.
  • Collaborate with Customer Success Managers to support onboarding and adoption.
  • Maintain and update customer-facing documentation, FAQs, and knowledge base.
  • Collect customer feedback and share insights with product and engineering teams.
  • Ensure a consistent, high-quality support experience for enterprise clients.

Skills & Qualifications

  • Bachelor’s degree in any field (technical background preferred but not mandatory).
  • 2–3 years of experience in SaaS product support or technical support roles .
  • Strong problem-solving and troubleshooting mindset.
  • Ability to learn product workflows quickly and explain them in simple terms.
  • Experience with ticketing tools  (Zendesk, Freshdesk, Jira, or similar).
  • Good communication skills (written and verbal), with customer empathy.
  • Familiarity with SaaS products, web applications, and integrations.

Nice to Have

  • Exposure to AI, EdTech, or enterprise SaaS  platforms.
  • Knowledge of APIs, SSO, or LMS/CRM integrations.
  • Ability to create help videos or customer training materials.

Why Join Us?

  • Opportunity to work in a fast-growing AI SaaS company transforming enterprise learning.
  • Direct exposure to enterprise clients and real-world SaaS adoption challenges.
  • Collaborative work culture with growth paths into Customer Success, Solutions Engineering, or Product Management .
  • Be part of an innovative team shaping the future of AI in corporate learning.


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