Product Support Specialist

Job Summary

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.

Role Responsibilities

• 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
• 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
• 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

• Excellent communication (written verbal)
• 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