Technical Product Support Specialist

We are looking for a structured, analytical, and client-focused individual to join our global support team as a Technical Product Support Specialist (Pune – Hybrid; Remote in India possible). In this role, you will primarily support clients in APAC, while contributing to 24/7 global service continuity through a coordinated Follow the Sun (FTS) support model. As one of the first hires in your region, you will play a pivotal role in establishing and scaling our technical support operations. This position focuses on triaging and resolving product-related issues, collaborating with internal teams, and ensuring smooth client experiences across our SaaS and onprem environments.

Key Responsibilities:

Technical Product Support:

• Serve as a first-line technical contact, addressing software issues, configuration questions, and functional inquiries for SaaS and on-prem clients.
• Triage incoming technical tickets, resolve known issues, and escalate complex cases to engineering or product teams with clear context.
• Analyze logs, system behavior, and product usage using observability tools (e.g., Datadog, Kibana, Prometheus, or similar).
• Collaborate across departments to drive timely resolution of client-reported incidents and support requests

• Participate in a rotating on-call schedule for urgent support needs during weekends or outside of local business hours.
• Ensure seamless handover and coordination with North America and EMEA teams as part of the Follow the Sun support model.
• Support response efforts for high-priority or platform-wide incidents, maintaining clear internal communication and documentation.

• Contribute to the improvement of troubleshooting documentation, support playbooks, and operational processes.
• Collaborate on enhancements to monitoring, alerting, and response workflows across our support environment

• Bachelor's degree in Computer Science, Information Technology, or related field (preferred, but experience may substitute).
• 2–3 years of experience in technical product support or client-facing operations in a SaaS or cloud-based environment.
• Experience with log analysis, issue triage, and observability platforms (Datadog, Kibana, Prometheus, GCP Monitoring, or similar).
• Familiarity with SQL for investigation and diagnostics; basic cloud knowledge (GCP, AWS, or similar) is a plus.
• Strong communication skills in English, with the ability to explain technical topics clearly.
• Comfortable working independently in a remote-first setup, aligned to APAC time zones.
• Willingness to join a rotating on-call schedule, including after-hours or weekend coverage.
• Location: Pune, India (hybrid preferred). Remote within India may be considered in exceptional cases.
• Note: We don't expect you to know every tool listed — what matters is your ability to learn quickly and troubleshoot effectively

• Let's grow together, join a market leading SaaS company – our agile character and culture of innovation enables you to design our future.
• We provide you with the opportunity to take on responsibility and participate in international projects.
• In addition to our buddy-program, we offer numerous individual and wide-ranging training opportunities during which you can explore technical and functional areas.
• Our internal mobility initiative encourages colleagues to transfer cross functionally to gain experience and promotes knowledge sharing.
• We are proud of our positive working atmosphere characterized by a supportive team across various locations and countries and transparent communication across all levels.
• Together we're better - meet your colleagues at our numerous team events.