Product Support Advocate II (#734115)

Hirebridge; Pune District; On-site; INR 800,000 - 1,100,000; Full time

Job summary

PRGX is seeking a Product Support Advocate II in Pune, India, to handle advanced product support for SaaS and internal tools, communicate effectively with users, and collaborate with Product, Engineering, and Data teams. The role requires experience in Jira-based ticketing and strong problem-solving skills.

You will manage escalations, perform basic SQL and API troubleshooting, and contribute to knowledge bases, SOPs, and post-incident documentation.

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 escalates appropriate 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.

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.

Skills

Technical support

SaaS support

Jira/JSM

SQL basics

API troubleshooting

English communication

Cross-functional collaboration

Issue escalation

Customer focus

Work independently

Education

College degree preferred

Job description

Job Title Product Support Advocate II

Employment Type Full- time

Work Authorization Requirements Must be authorized to work in the India without sponsorship

Language Requirements English

About PRGX

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 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. PRGX | Confidential Recruitment Document PRGX Job Posting
• 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 escalates appropriate when additional technical expertise is required. PRGX | Confidential Recruitment Document
• Comfortable working staggered shifts, holidays, and on-call coverage as business needs require. PRGX Job Posting
• 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.

Our Commitment to Equal Opportunity

PRGX is an equal opportunity employer.We comply with all applicable local, national, and international laws regarding non-discrimination and equal employment. We do not discriminate based on any legally protected characteristic and are committed to fostering an inclusive, respectful, and equitable workplace. Reasonable accommodations are available for qualified individuals in accordance with local laws and best practices.

Physical Requirements

Ability to sit or stand for extended periods of time, manual dexterity for typing, writing, or using office equipment, visual acuity for reading screens and documents, ability to lift or carry light items such as laptops, and speech and hearing ability for calls, virtual meetings, and in-person communication

Data Privacy

Your personal data will be handled in accordance with applicable data protection laws. We only collect information necessary for recruitment and will not share your data without your consent.