Product Support Advocate

PRGX India; Pune District; On-site; INR 700,000 - 1,100,000; Full time

Job summary

PRGX India is seeking a Product Support Advocate II to deliver advanced SaaS and internal product support, troubleshoot complex tickets, review logs, perform basic SQL and API support, and escalate with complete context.

You will collaborate with cross-functional teams including Product Support, Engineering, and Data Services, handle Jira tickets, document findings, and help identify recurring issues while maintaining SLA-driven communication across shifts.

Qualifications

• 3+ years of technical customer/product support or SaaS support experience.
• Experience handling Jira/Jira Service Management tickets and related workflows.
• Strong troubleshooting skills; able to investigate complex issues and identify next steps.
• Ability to review logs, screenshots, and other evidence to support diagnosis.
• Basic SQL knowledge and exposure to API troubleshooting.

Responsibilities

• Manage and respond to product support requests via Jira, email, phone, and other channels.
• Provide advanced product support for SaaS and internal products, including bugs and configuration issues.
• Research issues, document findings, and provide clear resolution steps to users or stakeholders.
• Perform root cause analyses for recurring or complex issues and document in Jira/Confluence.
• Escalate validated issues with complete context and reproduction steps; track tickets and communicate status.
• Create and maintain SOPs and troubleshooting guides; stay updated on product changes.
• Support P1/P2 incidents with triage, escalation coordination, and post-incident docs.

Skills

Troubleshooting

Communication

Cross-functional collaboration

Independent decision-making

Education

College degree preferred in IT/CS/Business/Finance

Tools

Jira

Confluence

Microsoft Outlook

Excel

Teams

Job description

PRGX is the global leader in source-to-pay data analytics and software, and tech-enabled profit recovery services. We provide software and services to maximize revenue recovery and drive margin improvement for our clients. For more information about PRGX, visit www.prgx.com.

Job Summary

The Product Support Advocate II is responsible for providing advanced product support across PRGX SaaS and internal products. This role is intended for a more experienced support professional who can independently troubleshoot complex tickets, investigate root cause, review logs and supporting details, document findings, and prepare issues for escalation when needed.

This role goes beyond standard L1 support by requiring stronger technical troubleshooting, deeper product knowledge, basic SQL and API support capabilities, and the ability to identify recurring issue trends. The Product Support Advocate II will work closely with Product Support, Product Analysts, Implementation Engineers, Engineering, Data Services, Tech Ops, Client Success, and other internal teams to help ensure timely and accurate resolution of support requests.

Job Duties & Responsibilities

• Manage and respond to product support requests submitted through Jira, email, phone, and other support channels.
• Provide advanced product support for SaaS and internal products, including feature/function questions, product bugs, account issues, configuration issues, and data-related support needs.
• Research support issues thoroughly, document findings, and provide clear resolution steps to users or internal stakeholders.
• Perform root cause analysis for recurring or complex support issues and document findings in Jira, Confluence, or the appropriate knowledge repository.
• Review ticket history, available logs, screenshots, user details, and other supporting information to assist with issue diagnosis.
• Execute basic SQL queries or validations where appropriate and approved.
• Support basic API troubleshooting, including reviewing request/response details, identifying common integration issues, and escalating when deeper technical review is required.
• Escalate validated issues to Product Analysts, Implementation Engineers, Engineering, Data Services, Tech Ops, or Product teams with complete context, reproduction steps, business impact, and supporting evidence.
• Track open tickets, follow up on pending items, and ensure timely communication with users and stakeholders.
• Maintain accurate records of customer interactions, technical issues, escalation details, and resolution steps.
• Identify product trends and recurring support issues and provide feedback to Product and Engineering teams to help reduce repeat tickets.
• Create and maintain SOPs, troubleshooting guides, FAQs, and support response documentation.
• Stay current on product updates, new features, known issues, bug fixes, and release impacts.
• Support P1/P2 incidents as needed, including urgent triage, stakeholder updates, escalation coordination, and post-incident documentation.
• Support all shifts as business needs require, including staggered schedules, holidays, and occasional on-call coverage.
• Other duties as assigned.

Knowledge & Qualifications

• 3+ years of technical customer support, product support, application support, SaaS support, or related experience.
• Experience supporting business users, external customers, vendors, or internal teams through a ticketing system such as Jira or Jira Service Management.
• Strong troubleshooting skills with the ability to investigate complex issues, identify patterns, and determine appropriate next steps.
• Experience handling escalated or complex tickets, including documenting root cause, reviewing issue history, and preparing complete escalation details.
• Ability to review logs, screenshots, user details, ticket history, and other technical evidence to support issue diagnosis.
• Basic SQL knowledge, including the ability to run simple queries, validate data, or interpret query results with appropriate guidance and approvals.
• Basic API troubleshooting experience, including familiarity with request/response concepts, common error messages, and integration support workflows.
• Strong understanding of ticket management, SLA expectations, customer communication, and end-to-end ownership of support issues.
• Experience working with cross-functional teams such as Product, Engineering, Implementation, Data Services, Tech Ops, Client Success, or Technical Account Management.
• Strong written and verbal English communication skills, with the ability to explain technical issues clearly to both technical and non-technical audiences.
• Strong follow-through and follow-up skills, with demonstrated ability to manage multiple priorities and open tickets at the same time.
• Ability to work independently, make sound decisions, and escal[e] appropriately when additional technical expertise is required.
• Comfortable working staggered shifts, holidays, and on-call coverage as business needs require.
• College degree preferred in Information Technology, Computer Science, Business, Accounting, Finance, or a related field, or equivalent work experience.
• Experience with Jira, Confluence, Microsoft Outlook, Excel, Teams, and other collaboration or support tools preferred.
• Familiarity with ITSM practices, including incident, request, problem, and escalation management preferred.

Characteristics of a Successful Product Support Advocate II

• Patient, friendly, and professional when working with users and internal teams.
• Detail-oriented and able to prioritize work to meet SLAs and business expectations.
• Technically curious and willing to investigate issues beyond surface-level symptoms.
• Strong problem solver who takes initiative and adds value with limited supervision.
• Confident, adaptable self-starter who thrives in a fast-paced support environment.
• Able to identify broader trends beyond individual tickets and recommend ways to reduce repeat issues.
• Committed to providing high-quality support while maintaining accurate documentation and clear communication.
• Comfortable working across multiple products, support queues, and stakeholder groups.

This role will report to the Manager of Product Operations. The Product Support Advocate II will work closely with Product Support Advocates, Product Analysts, Product Success Managers, Implementation Engineers, Engineering, Data Services, Tech Ops, Client Success, Business Leaders, and others as needed. The role is part of the Global Product Operations team and is expected to help strengthen support quality, escalation readiness, documentation, and operational consistency across the team.