Product Support Specialist

About Resident Interface

Resident Interface is the industry leader in delinquency management for the rental housing market. Through our brands Possession Partner (Evictions), Resident Advocate (Pre-Collections), and Hunter Warfield (Collections) we deliver a unified platform that helps property owners and managers recover revenue, stay compliant, and protect their communities.

With over 40 years of experience, $billions recovered nationwide, and operations across all 50 states, Resident Interface combines technology, transparency, and expertise to transform the way property owners manage delinquencies from the first missed payment to final resolution.

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About the role

• Resident Interface is expanding our global support operations and building a high-performance Product Support team in Pune. As a Product Support Specialist, you will be the first line of response for customers using our unified ticketing system. You'll diagnose issues, reproduce and validate bugs, guide users with clear documentation, and collaborate closely with our on-site Engineering and Product teams. This role is ideal for someone who communicates exceptionally well in English, thrives in problem-solving, and enjoys the combination of customer empathy, technical troubleshooting, and product thinking. Your work directly impacts customer satisfaction, product quality, and how quickly we resolve issues often overnight to support our U.S. operations.

What you'll do

Customer Support & Issue Resolution

• Serve as the primary responder for inbound tickets across email, chat, and our unified support platform.
• Diagnose and troubleshoot product issues by replicating user scenarios, analyzing screenshots/logs, and validating root causes.
• Provide customers with clear, concise, and well-written responses that demonstrate empathy and product expertise.
• Escalate bugs and complex issues to Engineering with structured steps-to-reproduce, expected vs. actual behavior, and impact assessment.

Product Expertise & Enablement

• Become a subject-matter expert on the Resident Interface platform, workflows, and configuration options.
• Guide customers on best practices and help them achieve successful outcomes using our product.
• Share or create documentation such as FAQs, help-center articles, troubleshooting steps, and quick-reference guides.

Quality, Process, and Continuous Improvement

• Maintain high-quality internal documentation within the ticketing system, ensuring every case is complete, clear, and audit-ready.
• Identify recurring issues and provide insights that help reduce support volume through automation, product updates, or better documentation.
• Partner with Product Managers and Engineers to test new features, validate fixes, and ensure releases are ready for customer use.
• Uphold and refine internal support playbooks, SLAs, and escalation paths.

Collaboration & Cross-Functional Work

• Work closely with Engineering and Product teams located in the same office to validate defects, discuss user impact, and accelerate resolution.
• Participate in feedback loops that influence roadmap prioritization and quality improvements across the company.

Qualifications

Required

• 1–3 years of experience in product support, technical support, SaaS customer service, QA, or a similar role.
• Exceptional English communication skills (written and verbal). Ability to simplify complex explanations for non-technical audiences.
• Strong analytical and problem-solving capability; able to isolate issues, test theories, and validate root causes.
• Comfortable navigating SaaS interfaces, admin tools, and configuration settings.
• Ability to write clean, structured documentation inside tickets and knowledge-base materials.
• Familiarity with ticketing tools such as Zendesk, Freshdesk, Jira Service Management, or similar.

Preferred / Nice-to-Have

• Experience supporting B2B software products or internal enterprise tools.
• Basic understanding of APIs, integrations, logs, or data workflows.
• Experience writing help articles, documentation, or training materials.
• Familiarity with Jira, Confluence, Notion, or other product/engineering systems.
• Exposure to QA practices like regression testing, feature validation, and bug reproduction.

Mindset & Qualities

• Customer-first thinking with high empathy and ownership.
• Curious and proactive, always looking for the "why" behind an issue.
• Detail-oriented with strong organizational habits.
• Collaborative, especially with Engineering and Product teams.
• Adaptable in a fast-moving environment with evolving products.