Product Support Specialist

Finsol Technologies; Bajidpur; On-site; INR 600,000 - 800,000; Full time

Job summary

A leading fintech company is seeking a Product Support Specialist to provide L2 support, troubleshoot complex issues, and collaborate with product and engineering teams. The ideal candidate should possess a Bachelor's degree in IT or related fields, have strong troubleshooting skills, and be able to analyze market competition. This role offers exposure to product strategy and an opportunity to work on innovative AI/ML-based fintech platforms.

Qualifications

• Bachelor’s degree in relevant fields is required.
• Strong background in technical support with analytical mindset is essential.
• Ability to work independently as well as part of a team.

Responsibilities

• Provide L2 (second-level) support to customers and stakeholders.
• Take ownership of support cases and resolve complex issues.
• Analyze market competition and contribute to product strategies.

Skills

Troubleshooting

Root cause analysis

Analytical thinking

Teamwork

Education

Bachelor’s degree in IT, Computer Science, Marketing, or Finance

Job description

As a Product Support Specialist, you will provide L2 (second-level) support to customers and internal stakeholders. You will take full ownership of support cases, troubleshoot complex issues, and collaborate with product and engineering teams to ensure timely resolution.

Technical Support & Issue Resolution

Interact with customers to understand, replicate, and troubleshoot issues

Perform root cause analysis using logs, system behavior, and debugging techniques

Resolve complex functional and technical problems

Take ownership of cases until closure or proper reassignment

System Analysis & Troubleshooting

Analyze failures, bugs, and system-level issues

Evaluate environment-specific factors (OS, hardware, configurations)

Provide structured solutions based on system and user requirements

Assist in installing applications, tools, and required components

Support setup of environments and ensure smooth onboarding for clients

Product & Market Analysis

Analyze market competition and compare product positioning

Work with sales and product teams to refine product strategies

Gather customer feedback and insights to improve product offerings

Assist in product lifecycle activities including planning and release coordination

Contribute to pricing strategies using market and cost analysis

Support product launches by collaborating with sales and engineering teams

Maintain updated technical and functional knowledge

Create documentation, troubleshooting guides, and knowledge base articles

Participate in workshops, training, and professional development

🎓 Skills & Qualifications

Bachelor’s degree (or higher) in IT, Computer Science, Marketing, or Finance

Technical Skills

Strong troubleshooting and root cause analysis skills

Ability to analyze logs and identify system issues

Good understanding of applications, networks, and system architecture

Ability to provide step-by-step technical guidance

Functional Skills

Market research and requirement analysis

Product understanding and documentation skills

Ability to bridge gap between technical and business teams

Soft Skills

Strong problem-solving and analytical thinking

Ability to work independently and in a team

Ideal Candidate Profile

Strong technical support background with analytical mindset

Comfortable working in a fast-paced fintech environment

Ability to handle both technical issues and product-level thinking

Role Highlights

L2 Support role with deep technical involvement

Exposure to product strategy + market analysis

Opportunity to work on AI/ML-based fintech platforms