What you'll do
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:
Global Incident Handling:
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
Global Incident Handling:
- 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