Product Specialist

PinnacleU; Bengaluru; On-site; INR 900,000 - 1,100,000; Full time

Job summary

A leading tech firm in Bengaluru is seeking a Technical Customer Support Specialist (L2). This role involves troubleshooting customer issues, collaborating with product and engineering teams, and helping clients maximize the use of our solutions. Ideal candidates will have over 2 years of experience in SaaS environments, strong communication skills, and a deep understanding of API and database applications. This full-time position requires a flexible schedule in a supportive environment.

Qualifications

• Proficient in using Developer Tools and troubleshooting network-level logs.
• Experience setting up and troubleshooting various integrations and connectors.
• Ability to execute queries to retrieve data from databases.

Responsibilities

• Troubleshoot and resolve customer issues efficiently.
• Collaborate with Product & Engineering teams to enhance product quality.
• Educate customers about client solutions.

Skills

Troubleshooting

Log analysis tools

API knowledge

Database applications

Single Sign-On (SSO)

Excellent communication

Tools

DataDog

SUMO Logic

Dynatrace

Job description

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🗓️ Working Days: Monday to Friday (Rotational Shift)

📌 Experience Required: 1+ years

Salary up to 10 LPA

Your Mission:

• Troubleshoot and Resolve Issues: Use your expertise to solve customer problems quickly and efficiently.
• Collaborate: Work closely with our Product & Engineering teams to improve our product.
• Educate: Help customers understand the full potential of client’s solutions.

Who you are:

• Experience: 2+ years as a Product Support Specialist or Product Support Engineer in SaaS-based applications.
• Tech Savvy: Proficient in using Developer Tools, Log analysis tools (DataDog, SUMO Logic, Dynatrace), and troubleshooting network-level logs.
• Integrations and Connectors Knowledge: Experience Setting-up and troubleshooting various integrations and connectors.
• API Knowledge: Deep understanding of HTTP error codes, API workings, and reading API payloads/responses.
• Database Skills: Experience with database applications and executing queries to retrieve data.
• SSO Expertise: Previous experience setting up Single Sign-On (SSO) setups.
• Customer Focused: Passionate about solving customer problems and ensuring their success.
• Excellent Communicator: Impeccable communication and interpersonal skills, confident in working with senior executives from large enterprises.
• Flexible: Willingness to work in a 24/7 support environment.

Seniority level

Entry level

Employment type

Full-time

Job function

• Other
• Software Development

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Technical Customer Support Specialist (L2)

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