Product Support Executive
Anchanto · Pune · onsite · Posted 1d ago
Not disclosed3–5 yrsfulltimeSourced from
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About this role
About Us
Job Description
Product Support Executive
Location: Pune, India | Reports to: Product Support Manager| Experience: 3–5 Years | Type: Full time, Work from Office, Rotational Shifts
About The Role
Anchanto is a global enterprise-grade B2B SaaS company providing cloud software for brands, retailers, and logistics providers to manage orders, warehouses, inventory, marketplaces, fulfilment, parcel tracking, and omnichannel commerce.
As Anchanto's customer base grows across markets, we need a Product Support Executive who can resolve customer issues quickly and accurately, protect platform stability, and give customers a consistently excellent support experience on our WMS and OMS products.
This role sits at the front line between Customers, L3 Support, Engineering, Product and Customer Success. The person will own first-level support for WMS and OMS understanding the customer's issue correctly, troubleshooting it within defined SLAs, and escalating with complete, actionable information when deeper investigation is needed.
This is not a ticket-forwarding role. The expectation is to resolve as many issues as possible at the first level, understand the product deeply, and help reduce repeat issues over time.
The role requires a good understanding of warehouse and order management processes, ticketing systems, basic technical troubleshooting (logs, APIs, data checks) and the ability to communicate clearly with customers who may not be technical.
Note: This role may require working in rotational shifts, with split week-offs and on-call support as needed.
Why This Role Exists
Anchanto customers run live warehouses and order operations on our platform, often across multiple markets, marketplaces and time zones. When something does not work as expected, it directly affects their orders, shipments and revenue.
The Product Support function exists to restore normal operations quickly and to make sure every issue leaves the customer, and the product, better off.
The Role Will Ensure That
Customer issues are acknowledged, understood and resolved within defined SLAs.
Known issues and how-to queries are resolved at the first level without unnecessary escalation.
Escalations to L3 and Engineering are complete, reproducible and correctly prioritised.
Customers receive clear, timely and honest updates throughout the life of a ticket.
Potential incidents are spotted early through monitoring and alerts.
Recurring issues are identified and fed back to Product and Engineering.
Support knowledge is documented and reusable across the team.
What You Will Own
The role owns seven areas. The expectation across all of them is the same: strong ownership, customer empathy, product knowledge, sound troubleshooting and clear communication.
Triage, categorise and prioritise tickets based on business impact, severity and SLA.
Resolve how-to queries, configuration questions, data issues and known problems at the first level.
Reproduce reported issues in test environments where possible to confirm behaviour.
Keep every ticket updated with accurate status, steps taken, findings and next actions.
Close tickets only after confirming resolution with the customer.
Explain technical issues, workarounds and resolutions in clear, non-technical language.
Track SLA timelines and flag tickets at risk of breach early.
Manage customer expectations on timelines, especially for issues awaiting L2/L3 or Engineering.
Help onboarded customers use the product correctly through guidance and short walkthroughs.
Understand common integration flows with marketplaces, e-commerce platforms, carriers and ERPs to isolate where an issue sits.
Escalate complex issues to L3 Support or Engineering with clear problem statements, steps to reproduce, impact and evidence.
Follow up on escalated tickets and keep ownership of the customer communication.
Contribute to root cause analysis for recurring issues.
Raise and coordinate incidents as per the incident management process.
Support customer communication during major incidents and outages.
Participate in on-call rotation to provide after-hours support when required.
Create and update knowledge base articles and FAQs for customers and internal teams.
Share learnings with the team and help onboard and train new team members.
Share structured feedback with Product, Engineering and Customer Success.
Suggest process improvements that reduce ticket volume and resolution time.
Use AI and automation tools where available to speed up triage, responses and documentation.
Schedule and run weekly or monthly support review calls with customers.
Prepare for each call with open tickets, SLA performance, escalations and recurring issues.
Share agreed actions and minutes after each call, and track them to closure.
Spot customer dissatisfaction or account risk early and raise it with the Support Manager and Customer Success.
Coordinate with L3 Support, Engineering and Product to give customers clear updates on open issues.
Cross-Functional Operating Model
Success Depends On Clear Ownership And Close Collaboration With
Partner
Primary partnership area
L3 Support
Escalations, complex troubleshooting, root cause analysis and fixes
Engineering
Bug investigation, hotfixes, incident resolution and technical dependencies
Product Management
Product behaviour, known limitations, feature gaps and product feedback
Customer Success
Customer health, adoption, recurring concerns and escalation context
Implementation / Delivery
Handover of newly live customers, configuration context and go-live issues
Customers
Issue reporting, clarification, validation of fixes and product guidance
What Good Looks Like After 6 To 12 Months
The team and customers should be able to say:
Tickets are handled consistently within SLA with high first-level resolution.
Customers receive clear, timely and accurate updates.
Escalations are complete and rarely bounced back for missing information.
The executive has strong working knowledge of core WMS and OMS workflows and common integrations.
Recurring issues are flagged early and backed with data.
Knowledge base articles have been created or improved for common issues.
The executive works independently and helps newer team members.
Skills And Experience
3–5 years of experience in a client-facing technical or product support role, preferably in a B2B SaaS company.
Good understanding of warehouse, inventory, order management or fulfilment processes.
Hands-on experience with ticketing tools such as Zendesk, Freshdesk, Jira Service Management or ServiceNow.
Ability to troubleshoot application issues methodically and identify where a problem sits.
Basic understanding of APIs, integrations, JSON/XML and data flows.
Excellent written and verbal communication skills in English, with the ability to explain technical concepts to non-technical users.
Strong analytical and problem-solving skills.
Ability to prioritise and manage multiple tickets in a fast-paced environment.
Willingness to work in rotational shifts and on-call schedules.
Bachelor's degree in Computer Science, Information Technology or a related field is preferred.
Preferred Experience
Experience supporting WMS, OMS, ERP or other supply chain software.
Experience in e-commerce, retail, logistics, 3PL or fulfilment.
Exposure to marketplace, e-commerce platform or carrier integrations.
Familiarity with log analysis or monitoring tools such as Kibana/ELK.
Experience supporting customers across multiple geographies and time zones.
ITIL or similar service management certification.
Exposure to AI-enabled support tools or automation.
Working knowledge of SQL or the ability to run basic data queries.
Behaviours We Expect
Everyone at Anchanto is expected to operate with high ownership, customer obsession, attention to detail and a learning mindset.
We look for people who solve problems rather than pass them on, use data and facts over assumptions, communicate clearly and honestly, follow through on commitments, stay calm under pressure, and work as one team with colleagues across functions.
What This Role Is Not
To be clear, this role is not:
A call-centre role that only logs and forwards tickets.
A role that escalates issues without first troubleshooting them.
A software development or engineering role.
A role that closes tickets without confirming the customer's issue is resolved.
A role that works in isolation from Product, Engineering and Customer Success.
Success Measures
Indicative KPI
What it measures
SLA adherence
Percentage of tickets responded to and resolved within SLA
First response time
Time taken to acknowledge and respond to customer tickets
First-level resolution rate
Percentage of tickets resolved without escalation
Escalation quality
Completeness and accuracy of escalations to L3 and Engineering
Customer satisfaction (CSAT)
Customer feedback on support interactions
Ticket reopen rate
Percentage of tickets reopened after closure
Backlog health
Ageing and volume of open tickets owned
Knowledge contribution
Knowledge base articles created or improved
Product feedback
Quality and relevance of recurring-issue and feature feedback shared
Customer review call cadence
Percentage of scheduled weekly/monthly customer calls held on time
Action item closure
Percentage of actions agreed in customer calls closed within committed timelines
Account health
Customer feedback and satisfaction on assigned accounts
Closing
At Anchanto, support sits at the centre of customer trust. Our customers depend on our platform to run their warehouses and fulfill their orders every day.
This role will directly shape that experience—making sure issues are resolved quickly, customers are kept informed, and what we learn from every ticket helps make the product better.
If you enjoy solving problems, working with customers and learning supply chain technology in depth, this is an opportunity to grow with Anchanto's WMS and OMS business.
Job Description
Product Support Executive
Location: Pune, India | Reports to: Product Support Manager| Experience: 3–5 Years | Type: Full time, Work from Office, Rotational Shifts
About The Role
Anchanto is a global enterprise-grade B2B SaaS company providing cloud software for brands, retailers, and logistics providers to manage orders, warehouses, inventory, marketplaces, fulfilment, parcel tracking, and omnichannel commerce.
As Anchanto's customer base grows across markets, we need a Product Support Executive who can resolve customer issues quickly and accurately, protect platform stability, and give customers a consistently excellent support experience on our WMS and OMS products.
This role sits at the front line between Customers, L3 Support, Engineering, Product and Customer Success. The person will own first-level support for WMS and OMS understanding the customer's issue correctly, troubleshooting it within defined SLAs, and escalating with complete, actionable information when deeper investigation is needed.
This is not a ticket-forwarding role. The expectation is to resolve as many issues as possible at the first level, understand the product deeply, and help reduce repeat issues over time.
The role requires a good understanding of warehouse and order management processes, ticketing systems, basic technical troubleshooting (logs, APIs, data checks) and the ability to communicate clearly with customers who may not be technical.
Note: This role may require working in rotational shifts, with split week-offs and on-call support as needed.
Why This Role Exists
Anchanto customers run live warehouses and order operations on our platform, often across multiple markets, marketplaces and time zones. When something does not work as expected, it directly affects their orders, shipments and revenue.
The Product Support function exists to restore normal operations quickly and to make sure every issue leaves the customer, and the product, better off.
The Role Will Ensure That
Customer issues are acknowledged, understood and resolved within defined SLAs.
Known issues and how-to queries are resolved at the first level without unnecessary escalation.
Escalations to L3 and Engineering are complete, reproducible and correctly prioritised.
Customers receive clear, timely and honest updates throughout the life of a ticket.
Potential incidents are spotted early through monitoring and alerts.
Recurring issues are identified and fed back to Product and Engineering.
Support knowledge is documented and reusable across the team.
What You Will Own
The role owns seven areas. The expectation across all of them is the same: strong ownership, customer empathy, product knowledge, sound troubleshooting and clear communication.
- Ticket Handling & First-Level Resolution
Triage, categorise and prioritise tickets based on business impact, severity and SLA.
Resolve how-to queries, configuration questions, data issues and known problems at the first level.
Reproduce reported issues in test environments where possible to confirm behaviour.
Keep every ticket updated with accurate status, steps taken, findings and next actions.
Close tickets only after confirming resolution with the customer.
- Customer Communication & SLA Management
Explain technical issues, workarounds and resolutions in clear, non-technical language.
Track SLA timelines and flag tickets at risk of breach early.
Manage customer expectations on timelines, especially for issues awaiting L2/L3 or Engineering.
Help onboarded customers use the product correctly through guidance and short walkthroughs.
- Troubleshooting & Escalation
Understand common integration flows with marketplaces, e-commerce platforms, carriers and ERPs to isolate where an issue sits.
Escalate complex issues to L3 Support or Engineering with clear problem statements, steps to reproduce, impact and evidence.
Follow up on escalated tickets and keep ownership of the customer communication.
Contribute to root cause analysis for recurring issues.
- Proactive Monitoring & Incident Management
Raise and coordinate incidents as per the incident management process.
Support customer communication during major incidents and outages.
Participate in on-call rotation to provide after-hours support when required.
- Knowledge Base & Documentation
Create and update knowledge base articles and FAQs for customers and internal teams.
Share learnings with the team and help onboard and train new team members.
- Product Feedback & Continuous Improvement
Share structured feedback with Product, Engineering and Customer Success.
Suggest process improvements that reduce ticket volume and resolution time.
Use AI and automation tools where available to speed up triage, responses and documentation.
- Customer Management & Review Calls
Schedule and run weekly or monthly support review calls with customers.
Prepare for each call with open tickets, SLA performance, escalations and recurring issues.
Share agreed actions and minutes after each call, and track them to closure.
Spot customer dissatisfaction or account risk early and raise it with the Support Manager and Customer Success.
Coordinate with L3 Support, Engineering and Product to give customers clear updates on open issues.
Cross-Functional Operating Model
Success Depends On Clear Ownership And Close Collaboration With
Partner
Primary partnership area
L3 Support
Escalations, complex troubleshooting, root cause analysis and fixes
Engineering
Bug investigation, hotfixes, incident resolution and technical dependencies
Product Management
Product behaviour, known limitations, feature gaps and product feedback
Customer Success
Customer health, adoption, recurring concerns and escalation context
Implementation / Delivery
Handover of newly live customers, configuration context and go-live issues
Customers
Issue reporting, clarification, validation of fixes and product guidance
What Good Looks Like After 6 To 12 Months
The team and customers should be able to say:
Tickets are handled consistently within SLA with high first-level resolution.
Customers receive clear, timely and accurate updates.
Escalations are complete and rarely bounced back for missing information.
The executive has strong working knowledge of core WMS and OMS workflows and common integrations.
Recurring issues are flagged early and backed with data.
Knowledge base articles have been created or improved for common issues.
The executive works independently and helps newer team members.
Skills And Experience
3–5 years of experience in a client-facing technical or product support role, preferably in a B2B SaaS company.
Good understanding of warehouse, inventory, order management or fulfilment processes.
Hands-on experience with ticketing tools such as Zendesk, Freshdesk, Jira Service Management or ServiceNow.
Ability to troubleshoot application issues methodically and identify where a problem sits.
Basic understanding of APIs, integrations, JSON/XML and data flows.
Excellent written and verbal communication skills in English, with the ability to explain technical concepts to non-technical users.
Strong analytical and problem-solving skills.
Ability to prioritise and manage multiple tickets in a fast-paced environment.
Willingness to work in rotational shifts and on-call schedules.
Bachelor's degree in Computer Science, Information Technology or a related field is preferred.
Preferred Experience
Experience supporting WMS, OMS, ERP or other supply chain software.
Experience in e-commerce, retail, logistics, 3PL or fulfilment.
Exposure to marketplace, e-commerce platform or carrier integrations.
Familiarity with log analysis or monitoring tools such as Kibana/ELK.
Experience supporting customers across multiple geographies and time zones.
ITIL or similar service management certification.
Exposure to AI-enabled support tools or automation.
Working knowledge of SQL or the ability to run basic data queries.
Behaviours We Expect
Everyone at Anchanto is expected to operate with high ownership, customer obsession, attention to detail and a learning mindset.
We look for people who solve problems rather than pass them on, use data and facts over assumptions, communicate clearly and honestly, follow through on commitments, stay calm under pressure, and work as one team with colleagues across functions.
What This Role Is Not
To be clear, this role is not:
A call-centre role that only logs and forwards tickets.
A role that escalates issues without first troubleshooting them.
A software development or engineering role.
A role that closes tickets without confirming the customer's issue is resolved.
A role that works in isolation from Product, Engineering and Customer Success.
Success Measures
Indicative KPI
What it measures
SLA adherence
Percentage of tickets responded to and resolved within SLA
First response time
Time taken to acknowledge and respond to customer tickets
First-level resolution rate
Percentage of tickets resolved without escalation
Escalation quality
Completeness and accuracy of escalations to L3 and Engineering
Customer satisfaction (CSAT)
Customer feedback on support interactions
Ticket reopen rate
Percentage of tickets reopened after closure
Backlog health
Ageing and volume of open tickets owned
Knowledge contribution
Knowledge base articles created or improved
Product feedback
Quality and relevance of recurring-issue and feature feedback shared
Customer review call cadence
Percentage of scheduled weekly/monthly customer calls held on time
Action item closure
Percentage of actions agreed in customer calls closed within committed timelines
Account health
Customer feedback and satisfaction on assigned accounts
Closing
At Anchanto, support sits at the centre of customer trust. Our customers depend on our platform to run their warehouses and fulfill their orders every day.
This role will directly shape that experience—making sure issues are resolved quickly, customers are kept informed, and what we learn from every ticket helps make the product better.
If you enjoy solving problems, working with customers and learning supply chain technology in depth, this is an opportunity to grow with Anchanto's WMS and OMS business.
Sourced from foundit
Skills
ServicenowfreshdeskTicketing ToolswmsapiszendeskintegrationsJira Service ManagementJSONXMLSQLOMS
About Anchanto
Anchanto
Internet
181
employees
2011
15 years old
Singapore,Singapore
Singapore
₹15.6L PA avg
Avg at Anchanto
About
Anchanto operates in the eCommerce sector, offering SaaS solutions for warehouse management and multi-channel selling to enhance operational efficiency for businesses.
Industries
InternetHardware & NetworkingSoftware Product
Employee ratings
10 reviews
2.6/ 5
Culture
3.1
Career growth
2.5
Work-life
2.8
Employees rate it well for
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