Product Support Associate

Ethos; Bengaluru; On-site; INR 450,000 - 750,000; Full time

Job summary

Quantbot in Bengaluru is seeking a customer/support escalation specialist to own end-to-end case handling from triage to resolution. You will diagnose root causes and communicate clearly with customers and internal teams.

You will build familiarity with backend tools like Datadog and Amplitude, maintain accurate timelines, and strive for high-quality resolutions with strong customer experience. Salesforce experience is a plus.

Qualifications

• 1–3 years of experience in customer support or related troubleshooting roles.
• Proficient in Salesforce or equivalent case management software.
• Strong analytical mindset and technical curiosity.
• Excellent written and verbal communication with customers and internal stakeholders.
• Highly organized with ownership over open cases and follow-through.

Responsibilities

• Own escalation cases end to end — triaging issues from internal teams and customers, diagnosing root cause, and resolving when possible.
• Ensure accuracy and clarity in every resolution to prevent downstream issues.
• Build fluency across troubleshooting systems and tools (Datadog, Amplitude) to identify known issues vs new ones.
• Serve as a clear point of contact for customers and internal teams, updating them on timing and status.
• Communicate solutions live with customers when needed, beyond written exchanges, to ensure a good customer experience.
• Meet defined SLAs for response and resolution times and contribute to team cadence.
• Identify recurring issues and help build a knowledge base for faster resolutions.

Skills

End-to-end case ownership

Salesforce / helpdesk tooling

Analytical mindset

Clear communication

Organizational ownership

Tools

Salesforce

Datadog

Amplitude

Job description

Batch: 2022/2023/2024/2025.

Duties and Responsibilities

• Own escalation cases end to end — triaging incoming issues from internal teams and customers, diagnosing root cause, and resolving them directly whenever possible
• Ensure accuracy and clarity in every resolution — small errors here have outsized downstream impact
• Build fluency across the systems that matter for troubleshooting and backend tools (e.g., Datadog, Amplitude) to recognize when something is a known issue vs. something new
• Serve as a clear, responsive point of contact for the internal teams and customers who filed the case, keeping them updated and setting accurate expectations on timing
• Get on the phone with customers when a case calls for it, walking them through a solution or troubleshooting live rather than relying solely on written back-and-forth — While not all escalations will require customer interaction, this team will regularly be working with customers to ensure solutions are found through a good customer experience
• Meet defined service levels for response and resolution time, and hold yourself accountable to individual and team goals as the team's cadence gets established
• Identify and recognize patterns when the same issue shows up repeatedly, flag it as a candidate for a permanent fix rather than a one-off resolution, and help build the internal knowledge base so recurring issues get faster to resolve over time

Qualifications and Skills

• 1-3 years of experience in customer support, technical support, operations, or a related troubleshooting role
• Comfortable working in Salesforce or equivalent case management/help desk software
• Strong analytical instincts and technical curiosity — you can navigate unfamiliar systems and figure out what's actually happening without needing everything explained
• Excellent written and verbal communication, with the ability to explain a resolution clearly to both a frustrated customer and an internal stakeholder
• Highly organized, with a strong sense of ownership over open cases and follow-through on commitments