Hypersonix.ai - Product Support Specialist - SaaS Products
Hypersonix Inc.
Date: 7 hours ago
City: Bengaluru, Karnataka
Contract type: Full time
We are looking for a customer-centric and technically skilled Product Support Specialist with 4+ years of experience in supporting SaaS products.
Responsibilities
You will act as the primary point of contact for product-related issues, helping customers resolve technical challenges while working cross-functionally with product, engineering, and success teams to improve the overall user Responsibilities :
Responsibilities
You will act as the primary point of contact for product-related issues, helping customers resolve technical challenges while working cross-functionally with product, engineering, and success teams to improve the overall user Responsibilities :
- Provide timely and high-quality product support to global customers via email, chat, and tickets.
- Troubleshoot product issues, bugs, or configuration problems, and provide clear solutions or workarounds.
- Act as a liaison between the customer and internal product/engineering teams to escalate and track issues.
- Analyze recurring customer issues and propose product or documentation improvements.
- Maintain up-to-date knowledge of the product features, roadmap, and release notes.
- Assist in creating user guides, FAQs, knowledge base articles, and support documentation.
- Monitor customer satisfaction and ensure support SLAs and KPIs are met.
- Participate in onboarding and training sessions for new customers and internal teams.
- Contribute to continuous improvement of support processes and Skills & Experience :
- Minimum 4 years of experience in SaaS product support or technical customer service.
- Strong troubleshooting skills across web-based applications, APIs, and databases.
- Familiarity with support platforms like Zendesk, Freshdesk, Jira, or Salesforce Service Cloud.
- Excellent written and verbal communication skills, with a customer-first mindset.
- Ability to prioritize and manage multiple customer issues simultaneously.
- Experience working closely with product, QA, and development teams in an Agile Qualifications :
- Bachelors degree in Computer Science, IT, or a related technical field.
- Basic understanding of web technologies (HTML, CSS, JavaScript), REST APIs, and cloud platforms (AWS, GCP, Azure).
- Experience supporting B2B or enterprise-level SaaS products.
- Exposure to product onboarding, customer success, or QA is a plus
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