Product Support Specialist

Product Support SpecialistSupplier.io is the market leader in supplier intelligence, trusted by over half of the Fortune 100 to power smarter, more responsible sourcing decisions. Our platform helps corporate procurement teams discover, evaluate, and engage with over 11 million suppliers with a focus on local, small, diverse, and sustainable businesses. This helps organizations build supply chains that are resilient, inclusive, and built for impact.Our solutions empower today’s procurement teams with accurate data, actionable insights, and measurable impact, which helps them mitigate risk, expand sourcing options, achieve ESG goals, and advance economic inclusion. Whether tracking spend, sourcing alternate suppliers, or measuring program results, Supplier.io transforms complexity into clarity; empowering teams to lead with confidence and build supply chains that deliver for both business and community.Join a company committed to innovation, inclusion, and making a difference one sourcing decision at a time. For more information, visit www.supplier.io.Location: Hyderabad, IndiaNature of Employment: Full-TimeWorking Shift: US (6:30PM IST to 3:30AM IST)Working Style: RemoteExperience: 4–6 YearsDepartment: DataThe OpportunityThe Product Support Specialist will serve as a critical point of contact between supplier.io's customers and its internal teams, ensuring timely resolution of product-related issues and delivering a best-in-class support experience. With 4–6 years of hands-on experience in SaaS or enterprise software support environments, the ideal candidate brings strong analytical and problem-solving skills, a customer-first mindset, and the technical depth to investigate, diagnose, and resolve complex product data issues. This role works cross-functionally with Engineering, Product, and Customer Success to drive issue resolution, improve product adoption, and contribute meaningfully to supplier.io's mission of advancing supplier diversity.What You Will DoCustomer Support and Issue Resolution• Serve as the primary point of contact for customer-reported product issues, inquiries, and escalations via ticketing systems, email, and virtual calls.• Diagnose, troubleshoot, and resolve technical and functional issues related to the supplier.io platform, ensuring timely resolution within defined SLA thresholds.• Manage and prioritize a queue of open cases, providing clear and consistent communication to customers throughout the resolution lifecycle.• Identify recurring issues and escalate systemic problems to the Engineering or Product teams with detailed documentation and reproduction steps.Technical Investigation and Root Cause Analysis• Investigate product defects, data discrepancies, and workflow failures by analysing logs, database records, and system configurations.• Use internal tools, SQL queries, and platform dashboards to trace issue root causes and validate resolution outcomes.• Collaborate with Engineering teams to reproduce bugs, validate fixes in staging environments, and confirm resolutions before communicating back to customers.• Maintain a structured record of investigation findings, workarounds, and resolution steps for future reference and knowledge sharing.Customer Onboarding and Product Guidance• Guide customers through product features, configurations, and best practices to maximize platform adoption and value realization.• Deliver clear, accessible explanations of technical concepts to non-technical stakeholders through written and verbal communication.• Conduct walkthrough sessions with customers to address usage questions, clarify product behavior, and support onboarding milestones.• Proactively identify customers at risk of dissatisfaction and coordinate with Customer Success Managers on retention and resolution strategies.Documentation and Knowledge Management• Create and maintain high-quality support documentation including FAQs, troubleshooting guides, and known issue articles in the internal knowledge...