Product Support Engineer

2 days ago

Bengaluru, Karnataka, India SaaS Labs Full time ₹ 9,00,000 - ₹ 12,00,000 per year
About Us

Join SaaS Labs, where innovation meets excellence SaaS Labs is a global SaaS company powering over 6000 businesses worldwide with its software ecosystem focused on automation, productivity, and collaboration. Backed by leading investors such as Peak XV Partners, Base10 Partners, and Eight Roads, our portfolio includes JustCall, Helpwise, Dialworks, EasyCalendar, CallPage, Atolia, and CallRoot.

What is in this role for you

As a Product Support Engineer, you'll be the first point of contact for customers using JustCall, our cloud-based phone system and contact center platform that powers businesses across 70 countries. You will dive into their tech issues and resolve their queries and tickets. In short, you'll be the problem-solving pro and product expert they turn to for help via calls, emails, and chats.

What you will do

  • Provide technical support to customers, prospects, and on-trial users via phone, email, and chat.

  • Triage, troubleshoot and resolve product-related queries and issues.

  • Offer calls proactively; lead live troubleshooting and screen-share sessions with customers when required for faster resolution.

  • Escalate complex, recurring, or high-impact issues to SME/Product/Engineering with full context and diagnostics.

  • Collaborate with Product, Engineering, Sales, and Customer Success to partner on unblocking the customers.

  • Identify product improvements and communicate customer feedback to relevant teams.

  • Maintain accurate case notes and ensure updates are communicated to customers throughout the resolution period.

  • Follow all SOPs, tagging/taxonomy rules, and compliance guidelines for account access and actions.

  • Ensure SLAs are met and productivity and performance KPIs (CSAT, FCR, Internal Quality Score, response time, etc.) are met.

  • Proactively identify and flag cases that need escalation or trend analysis.

  • Contribute to and improve internal and external documentation (Help Center articles, FAQs, troubleshooting guides).

  • Participate in QA/peer reviews and implement feedback to improve response quality.

Skills & Qualifications Required

  • 1-3 year of hands-on experience in product, app, or tech support (chat, email, and voice experience is a must)

  • Fluent in English and empathy - can explain tech like you're talking to a friend.

  • Comfortable juggling multiple tickets without breaking a sweat.

  • Tech-savvy and curious - APIs, webhooks, CRMs, and tools like Intercom or JIRA don't scare you

  • Problem-solver with EQ - you don't just fix issues; you make users feel heard

  • A bachelor's degree in Information Technology, Computer Science, or related fields is preferred

Why Join Us?

  • Opportunity to work and collaborate with a truly global team spread across 6 countries

  • Routine hackathons and learning boot camps to promote knowledge sharing

  • Comprehensive medical benefits and term insurance

Curious about what we're building? Follow us on LinkedIn to be the first to know

  • Product Support Engineer

    5 days ago

    Bengaluru, Karnataka, India PinnacleU Full time ₹ 1,20,000 - ₹ 2,40,000 per year

    Position: Product Support EngineerLocation: Bangalore Working Days: Monday to Friday (Rotational Shift) Experience Required: 1+ years Client: Leading SaaS CompanySalary up to 10 LPAYour Mission:Troubleshoot and Resolve Issues: Use your expertise to solve customer problems quickly and efficiently.Collaborate: Work closely with our Product & Engineering teams...

  • Product Support Engineer

    2 weeks ago

    Bengaluru, Karnataka, India GE Aerospace Full time ₹ 12,00,000 - ₹ 24,00,000 per year

    Job Description SummaryProduct Support Engineer (PSE) is responsible for providing technical leadership to in-service technical management of GE90 and GP7200 MS (Mechanical Systems) Module Components, and sub-systems throughout the product life cycle. PSE is also responsible for delivering technical support to customers, ensuring product safety, reliability,...

  • Product Support Engineer

    1 week ago

    Bengaluru, Karnataka, India Razorpay Software Pvt Ltd Full time ₹ 8,00,000 - ₹ 16,00,000 per year

    Lead Product Support Engineer Razorpay was founded by Shashank Kumar and Harshil Mathur in 2014. Razorpay is building a new-age digital banking hub (Neobank) for businesses in India with the mission is to enable frictionless banking and payments experiences for businesses of all shapes and sizes. What started as a B2B payments company is processing...

  • Production Support Engineer

    3 weeks ago

    Bengaluru, Karnataka, India, Karnataka IntraEdge Full time

    Job Title: TST support engineer – Engineer IILocation: BangaloreJob Type: Full-TimeExperience:4+ YearsAs a TST Support Engineer, you’ll ensure high availability, stability, and reliability of production systems. You’ll own incident management, automation, and continuous improvement of infrastructure and deployment processes.Looking for SRE engineers...

  • Product Support Engineer

    2 weeks ago

    Bengaluru, Karnataka, India SecPod Full time ₹ 15,00,000 - ₹ 28,00,000 per year

    SecPod is a leading cybersecurity technology company dedicated to preventing cyberattacks through proactive security measures. Its mission is to secure computing infrastructure by enabling a preventive security posture. At the core of SecPod's offerings is the Saner Platform, which includes the AI-fortified Saner Cloud and the Continuous Vulnerability and...

  • Production Support Engineer

    1 week ago

    Bengaluru, Karnataka, India Awign Expert Full time ₹ 5,00,000 - ₹ 15,00,000 per year

    Job Description:We are looking for an experienced Production Support Engineer with strong expertise in the Microsoft technology stack (.NET, Azure) and hands-on experience in US Healthcare domain applications. The ideal candidate will be responsible for ensuring the stability, reliability, and performance of production systems while working closely with...

  • Product Support Engineer

    1 week ago

    Bengaluru, Karnataka, India Samsara Full time ₹ 1,04,000 - ₹ 1,30,878 per year

    Who we areSamsara (NYSE: IOT) is the pioneer of the Connected Operations Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the physical...

  • Product Support Engineer

    6 days ago

    Bengaluru, Karnataka, India Caterpillar Inc. Full time ₹ 5,00,000 - ₹ 12,00,000 per year

    Career Area:Product SupportJob Description:Your Work Shapes the World at Caterpillar Inc. When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other.  We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk...

  • Product Support Engineer

    4 days ago

    Bengaluru, Karnataka, India Caterpillar Inc. Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Career AreaProduct SupportJob DescriptionYour Work Shapes the World at Caterpillar Inc.When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other. We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about...

  • Production Support Engineer

    6 days ago

    Bengaluru, Karnataka, India VAM Systems Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    VAM Systemsis a Business Consulting, IT Solutions and Services company.VAM Systems iscurrently looking forProduction Support Engineer (Offshore assignment)for ourBahrainoperations with the following skillsets and terms & conditions:Professional Certifications·      Candidate from Computer Programming background ·      Certifications related...