Product Support Engineer

Kovai Limited; Coimbatore District; On-site; INR 600,000 - 800,000; Full time

Benefits offered by this job

Inclusive workplace

Opportunities for growth

Exposure to advanced AI systems

Job summary

Kovai Limited is seeking a Product Support Engineer to troubleshoot technical issues and guide customers to successful outcomes. The role focuses on building a world-class customer experience and improving AI-driven support.

The ideal candidate will have over 3 years of experience in SaaS technical support, strong analytical skills, and a customer-focused mindset. Join an inclusive workplace where diverse perspectives thrive.

Qualifications

• 3+ years in SaaS technical support, product support, or solutions engineering.
• Strong troubleshooting and analytical skills.
• Experience supporting web applications, APIs, integrations, authentication, or cloud platforms.

Responsibilities

• Diagnose and resolve product, configuration, integration, and workflow issues.
• Handle escalations from AI-assisted support channels.
• Provide clear and effective customer communication.
• Create and improve knowledge articles and reusable solutions.
• Identify gaps in documentation, AI responses, and support workflows.

Skills

SaaS technical support

Strong troubleshooting skills

Analytical skills

Web applications support

Strong communication skills

Job description

Kovai.co is a global B2B SaaS product company building enterprise software from India for businesses worldwide. Over the years, we've grown rapidly and profitably, and today we're on track towards $30 million in annual revenue - with an even bigger journey ahead.

Trusted by customers across 100+ countries, including Fortune 500 enterprises and fast-scaling startups, we build products that solve complex, mission-critical problems at scale.

At the heart of Kovai.co is a tribe of thoughtful helpers - people passionate about empowering customers, uplifting colleagues, and continuously growing in our own journeys.

What we build:

• BizTalk360 : Our first product, built to help enterprises simplify and manage complex integration environments with confidence - trusted by Microsoft, Mercedes-Benz, Pfizer, Vodafone, BBC, and NBCUniversal.
• Turbo360 : Our fast-growing Azure Cloud Management and FinOps platform, helping enterprises gain visibility, optimize cloud costs, and run smarter, more efficient cloud operations at scale.
• Document360 : Our flagship AI-powered knowledge management platform, helping teams create, manage, and deliver exceptional documentation experiences - trusted by companies like Puma, HP, VMware, McDonald's, and Virgin Group.

Three products > One culture of innovation, ownership, and customer obsession.

How we work:

We believe great work happens when talented people are trusted, empowered, and supported to do their best. At Kovai.co, our teams are collaborative, ownership-driven, and deeply invested in craftsmanship, continuous learning, and open communication - creating an environment where people grow together, contribute meaningfully, and build strong relationships alongside impactful outcomes.

At Kovai.co, AI isn't just a capability - it's our superpower. We embrace AI-first thinking to help our teams work smarter, solve problems creatively, and create greater impact for our customers and each other.

Join an AI-first support organization where AI handles routine interactions and human expertise focuses on solving complex customer problems.

As a Product Support Engineer, you will troubleshoot technical issues, guide customers to successful outcomes, contribute to our knowledge ecosystem, and help improve AI-driven support experiences.

Shift Timings : 2 pm to 11 pm & 9 pm to 6 am (rotational on quarterly basis)

Key Responsibilities

• Diagnose and resolve product, configuration, integration, and workflow issues.
• Handle escalations from AI-assisted support channels.
• Provide clear and effective customer communication.
• Create and improve knowledge articles and reusable solutions.
• Identify gaps in documentation, AI responses, and support workflows.
• Collaborate with Product and Engineering on defects and customer-impacting issues.
• Represent customer feedback and product insights.

Qualifications

• 3+ years in SaaS technical support, product support, or solutions engineering.
• Strong troubleshooting and analytical skills.
• Experience supporting web applications, APIs, integrations, authentication, or cloud platforms.
• Strong written and verbal communication skills.
• Customer-focused mindset with a passion for continuous improvement.

Success Measures

• Customer satisfaction and resolution quality.
• Effective handling of complex customer issues.
• Quality of knowledge contributions.
• Escalation quality and completeness.
• Contribution to AI and self-service improvements.

Why Join Us?

We're reimagining support for the AI era.

You will focus on solving meaningful customer problems, influencing product direction, improving AI systems, and helping build a world-class customer experience.

AI will handle the routine. You'll handle what matters most.

We are committed to building an inclusive workplace where everyone feels valued, respected, and empowered to grow. We celebrate diverse perspectives and believe that great talent thrives in an environment built on fairness, belonging, and equal opportunity for all.