Senior Executive- Product Support

5 days ago

Bengaluru, Karnataka, India Swiggy Full time ₹ 15,00,000 - ₹ 25,00,000 per year

About the Role

We are looking for a Product Support Specialist to join our team and act as the first point of contact for tech and configuration support. You will work closely with engineering, business, and product teams to resolve issues, provide insights, and improve user experience. This role requires strong problem-solving skills, empathy toward end users, and the ability to collaborate effectively with multiple stakeholders.

Responsibilities

  • Resolve queries, escalations, and issues as per SOPs and guidelines.
  • Coordinate daily with engineering teams on bug fixes, feature changes, and issue tracking.
  • Prioritize and escalate issues with critical business impact.
  • Prepare SOPs/documentation for recurring issues to reduce dependencies.
  • Share periodic reports on issue trends and bug metrics.
  • Act as a bridge between engineering and internal teams, driving closure of technical issues.
  • Support capability-building initiatives within the support team.

Requirements

  • Bachelors degree with 23 years of experience in tech/L1 support.
  • Strong knowledge of tech support and customer support practices.
  • Excellent communication and stakeholder management skills.
  • Proficiency in MS Office, Google Workspace, and SQL (medium to high).
  • Ability to multitask and handle multiple projects.
  • Flexibility to support during weekends or critical (P0) situations.

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