Product Support Associate

Amplify-now; Thane; Hybrid; INR 300,000 - 420,000; Full time

Job summary

Amplify-now is seeking a seasoned SaaS support professional to serve as frontline support for B2B clients. You will handle queries via Zendesk, troubleshoot app behavior, and collaborate with Product, Engineering, and QA to surface defects.

The role emphasizes translating technical issues into clear fixes for non-technical users, maintaining the knowledge base, supporting onboarding, and managing escalations across the UK and US while aligning with IST working hours.

Qualifications

• 8+ years in SaaS support or technical support for B2B products
• Clear, empathetic communicator who can explain tech to non-technical users
• Hands-on experience with Zendesk or similar platforms
• Basic understanding of web apps, APIs, JSON, SQL
• Ability to work independently and manage competing priorities
• Willingness to work 12 PM – 9 PM IST

Responsibilities

• Provide responsive support to B2B clients via Zendesk, email, and video calls
• Investigate and resolve product issues including app behavior and data inconsistencies
• Translate technical problems into clear user-ready solutions
• Reproduce issues in test environments and review logs
• Collaborate with Product, Engineering, and QA to triage defects and release fixes
• Maintain and improve support workflows and knowledge base
• Assist onboarding and configuration with Customer Success
• Manage escalations across UK and US with professionalism
• Suggest improvements to documentation and tools
• QA fixes with developers before release
• Create and maintain bug reports for development
• Contribute to incident response and customer communications

Skills

Problem-solving

Communication

Independence

Prioritization

Tools

Zendesk

Postman

Browser dev tools

Datadog

Sentry

Freshdesk

Jira

Confluence

Job description

This role is perfect for someone who thrives on helping users, enjoys solving complex problems, and has a strong grasp of how SaaS platforms work. You'll be the front line of support for business clients - answering queries, troubleshooting issues, and working cross-functionally to ensure customers get the best possible experience.

If you understand the value of excellent support and enjoy untangling technical challenges, this is your opportunity to make a real impact.

Key Responsibilities

• Provide responsive, high-quality support to B2B clients through Zendesk, email, and video calls.
• Investigate and resolve product-related issues, including app behaviours, integrations, and data inconsistencies.
• Translate technical problems into simple, clear solutions for users with varying levels of technical understanding.
• Reproduce reported issues in test environments to identify contributing factors, including reviewing logs and querying data where required.
• Collaborate with Product, Engineering, and QA teams to raise defects, track them through triage, fix, and release, and close the loop with the customer.
• Maintain and improve support workflows, including ticket tagging, macros, and knowledge base articles.
• Support onboarding and configuration processes in partnership with Customer Success.
• Contribute to incident response and help manage client communications when major issues arise.
• Proactively suggest improvements to documentation, tools, and internal support processes.
• Troubleshoot product issues, reproduce bugs, and write clear bug reports for the development team
• Work closely with developers to QA and verify customer-facing bug fixes before release
• Create, maintain and improve the Support Desk knowledge base and technical documentation
• Identify recurring issues and propose process improvements that cut turnaround times
• Manage escalations professionally with customers across the UK and US

What Were Looking For

• 8+years' experience in a SaaS support, customer service or technical support role, ideally for a B2B SaaS product
• Hands-on experience using Zendesk (or similar platforms) to manage support queues.
• Strong problem-solving skills, with a basic understanding of web apps, APIs, and data formats like JSON or SQL.
• Clear, empathetic communicator who can explain technical topics to non-technical audiences.
• Able to work independently and manage competing priorities across an active queue.
• A team player with a growth mindset and a passion for helping customers succeed.
• Comfortable working 12 PM 9 PM IST

Nice to Have

• Exposure to project, portfolio, or strategy execution platforms, or experience in a PMO environment.
• Familiarity with tools like Postman, browser dev tools, or logging platforms (e.g., Datadog, Sentry).
• Experience supporting enterprise clients or assisting with onboarding and integrations.
• Basic scripting or SQL knowledge.
• Interest in workflow automation and building internal tooling to improve how a support team operates.
• QA / manual testing experience, especially testing software fixes
• Experience writing or owning a knowledge base or help centre
• Experience with Zendesk, Freshdesk, Jira or Confluence
• A track record of improving support processes or metrics (CSAT, resolution time)