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Product Support Specialist

Location: Noida, Sector 135

Job Type: Full-Time

Stipend: ₹4 – ₹6 LPA

As a Product Support Specialist, you will provide L2 (second-level) support to customers and internal stakeholders. You will take full ownership of support cases, troubleshoot complex issues, and collaborate with product and engineering teams to ensure timely resolution.

🛠 Roles & Responsibilities

  • Technical Support & Issue Resolution

  1. Interact with customers to understand, replicate, and troubleshoot issues

  2. Perform root cause analysis using logs, system behavior, and debugging techniques

  3. Resolve complex functional and technical problems

  4. Take ownership of cases until closure or proper reassignment

  • ​System Analysis & Troubleshooting

  1. Analyze failures, bugs, and system-level issues

  2. Evaluate environment-specific factors (OS, hardware, configurations)

  3. Provide structured solutions based on system and user requirements

  • Installation & Configuration

  1. Assist in installing applications, tools, and required components

  2. Support setup of environments and ensure smooth onboarding for clients

  • Product & Market Analysis

  1. Analyze market competition and compare product positioning

  2. Work with sales and product teams to refine product strategies

  3. Gather customer feedback and insights to improve product offerings

  • Product Strategy & Collaboration

  1. Assist in product lifecycle activities including planning and release coordination

  2. Contribute to pricing strategies using market and cost analysis

  3. Support product launches by collaborating with sales and engineering teams

  • Continuous Learning & Documentation

  1. Maintain updated technical and functional knowledge

  2. Create documentation, troubleshooting guides, and knowledge base articles

  3. Participate in workshops, training, and professional development

🎓 Skills & Qualifications

  • Bachelor’s degree (or higher) in IT, Computer Science, Marketing, or Finance

  • Technical Skills

  1. Strong troubleshooting and root cause analysis skills

  2. Ability to analyze logs and identify system issues

  3. Good understanding of applications, networks, and system architecture

  4. Ability to provide step-by-step technical guidance

  • Functional Skills

  1. Market research and requirement analysis

  2. Product understanding and documentation skills

  3. Ability to bridge gap between technical and business teams

  • Soft Skills

  1. Excellent communication (written & verbal)

  2. Strong problem-solving and analytical thinking

  3. Ability to work independently and in a team

Ideal Candidate Profile

  • Strong technical support background with analytical mindset

  • Comfortable working in a fast-paced fintech environment

  • Ability to handle both technical issues and product-level thinking

​

Role Highlights

  • L2 Support role with deep technical involvement

  • Exposure to product strategy + market analysis

  • Opportunity to work on AI/ML-based fintech platforms

Come work with us

Willing to relocate to Noida?
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