Product Support Specialist (SaaS & OTT)

HR POD Careers; Karachi Division; On-site; PKR 600,000 - 900,000; Full time

Job summary

HR POD Careers in Karachi seeks a Product Support Specialist to monitor, categorize, and document user issues across product, account, and playback concerns. You will perform initial troubleshooting, reproduce issues, and escalate to Engineering or Product with complete details.

The role emphasizes a customer-first approach, knowledge-base contributions, and privacy compliance. The candidate will manage multiple requests, maintain clear user communication, and work with cross-functional teams to

Qualifications

• 1–3 years of experience in product support, customer support, application support, service desk, or related tech role.
• Strong troubleshooting, analytical thinking, communication, and documentation skills with experience using ticketing systems or support tools.
• Ability to manage multiple requests, prioritize urgent issues, and maintain accurate records with cross-functional teams.
• Strong customer-service mindset and professional written communication.
• Experience supporting OTT, streaming, SaaS, consumer digital, or high-volume online platforms.
• Familiarity with video playback, buffering, login, subscription, payment, device compatibility, or app update issues.
• Basic understanding of APIs, browser troubleshooting, mobile diagnostics, and network connectivity.
• Exposure to incident management, knowledge management, and service reporting.
• Calm, empathetic, solution-oriented approach with ownership from intake to closure or escalation.
• Clear, accurate, timely communication with users and internal teams, attention to detail in documenting issues.
• Proactive identification of recurring problems and opportunities to improve user experience.
• Respect for privacy, security and internal support processes.

Responsibilities

• Monitor incoming product support requests through approved channels and ticketing systems.
• Categorize, prioritize, and document reported issues, questions, and user feedback.
• Provide timely responses to users on product, account, access, playback, and app concerns.
• Perform initial troubleshooting using knowledge articles and diagnostic checks.
• Reproduce reported issues and capture steps, logs, and device details.
• Escalate technical issues to Engineering, QA, DevOps, or Product with actionable information.
• Track incidents through resolution and communicate with users.
• Identify recurring issues and contribute to knowledge base articles and guides.
• Support release validation by reporting defects and verifying fixes.
• Share user feedback and trends with relevant teams.
• Follow defined response, escalation, data privacy, and information security procedures.

Skills

1–3 years experience

Troubleshooting

Analytical thinking

Communication skills

Documentation

Ticketing systems

Cross-functional collaboration

Customer service

OTT/SaaS support

Video playback issues

APIs knowledge

Browser troubleshooting

Privacy & security

Ownership & escalation

Tools

Jira

Zendesk

Freshdesk

ServiceNow

Job description

HR POD Careers in Karachi seeks a Product Support Specialist to monitor, categorize, and document user issues across product, account, and playback concerns. You will perform initial troubleshooting, reproduce issues, and escalate to Engineering or Product with complete details.

The role emphasizes a customer-first approach, knowledge-base contributions, and privacy compliance. The candidate will manage multiple requests, maintain clear user communication, and work with cross-functional teams to