Technical Product Support Specialist

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{
  "id": "2605376",
  "name": "Technical Product Support Specialist",
  "office": "Pune",
  "keywords": [],
  "schedule": "full-time",
  "createdAt": "2026-04-17T14:17:43+00:00",
  "seniority": "experienced",
  "department": "Customer Success",
  "occupation": "technical_customer_service",
  "subcompany": "Friar Service India Private Limited",
  "employmentType": "permanent",
  "jobDescriptions": [
    {
      "name": "What you'll do",
      "value": "We are looking for a structured, analytical, and client-focused individual to join our global support team as a Technical Product Support Specialist. This role is open at multiple levels - from early-career engineers eager to develop their skills, to experienced professionals ready to take ownership of escalations.<br>In this role, you will take ownership of investigating, tracking, and resolving Tier 1 (L1) and Tier 2 (L2) support issues for our international customers. Acting as the primary point of contact, this role requires a deep understanding of our support systems and underlying business concepts to ensure technical resolution and customer satisfaction.<br><br><strong style=\"border:0px solid;margin:0px;font-weight:600;color:rgb(32,32,32);font-family:Inter, '-apple-system', BlinkMacSystemFont, 'Segoe UI', Roboto, 'Helvetica Neue', 'Open Sans', 'system-ui', '-apple-system', 'Segoe UI', Roboto, Ubuntu, Cantarell, 'Noto Sans', sans-serif, 'Apple Color Emoji', 'Segoe UI Emoji';font-size:14px;font-style:normal;text-transform:none;background-color:rgb(255,255,255);\">Key Responsibilities:</strong><br style=\"border:0px solid;margin:0px;color:rgb(32,32,32);font-family:Inter, '-apple-system', BlinkMacSystemFont, 'Segoe UI', Roboto, 'Helvetica Neue', 'Open Sans', 'system-ui', '-apple-system', 'Segoe UI', Roboto, Ubuntu, Cantarell, 'Noto Sans', sans-serif, 'Apple Color Emoji', 'Segoe UI Emoji';font-size:14px;font-style:normal;font-weight:400;text-transform:none;background-color:rgb(255,255,255);\"><br>Technical Support & Troubleshooting<br><ul><li>Serve as the primary point of contact for L1/L2 customer production support, efficiently handling fundamental and straightforward technical problems.</li><li>Triage incoming tickets, resolve known issues or provide workarounds utilizing existing documentation, and guide customers through these materials.</li><li>Perform log analysis, debugging, and performance monitoring to identify root causes.</li><li>Determine and reproduce customer issues by analyzing symptoms and requesting necessary diagnostic information.</li><li>Escalate complex or unresolved cases to L3/Tier 3 Support in accordance with standard operating procedures.</li></ul>Customer Support Operations<br><ul><li>Monitor and manage support queues, ensuring SLA compliance. Ensure accurate logging, tracking, and timely closure of all support tickets</li><li>Act as a trusted technical contact, delivering timely and effective resolutions to clients.</li><li>Collaborate with cross-functional teams to enhance monitoring, alerting, and incident response processes across the support environment.</li><li>Provide structured feedback on recurring issues to drive product and process improvements.</li><li>(Senior level) Contribute to knowledge bases, develop training materials, and mentor junior colleagues.</li></ul>Global Incident Handling<br><ul><li>Participate in a rotating on-call schedule, including after-hours or weekends, for urgent support needs.</li><li>Support response efforts for high-priority or platform-wide incidents, maintaining clear internal communication and documentation.</li></ul><br>"
    },
    {
      "name": "Why we should decide on you",
      "value": "Qualifications<br><ul><li>Bachelor’s degree (or higher) in Computer Science, Information Technology, or a related technology field.</li><li>3 to 5 years of proven experience in an application support role (Techno-Functional).</li><li>Hands-on experience with relational databases, specifically using basic Oracle and SQL Server functionalities.</li><li>Strong English communication skills (written and oral), with the ability to articulate technical concepts clearly to diverse audiences.</li><li>Comfortable working independently in a remote-first setup, with working hours aligned to APAC time zones.</li><li>Willingness to participate in a 24x7 rotating on-call schedule, providing after-hours, weekend, and holiday coverage.</li><li><em>Note: We don’t expect you to know every tool listed—what matters most is your ability to learn quickly and troubleshoot effectively.</em></li></ul>Technical Skills <br><ul><li>Databases:<strong> </strong>RDBMS, Oracle, SQL Server, PL/SQL, Stored Procedures.</li><li>Web Technologies:<strong> </strong>J2EE, Java, Web Servers (WebSphere, WebLogic, JBoss, Tomcat, IIS, etc.). </li><li>Operating Systems & Tools:<strong> </strong>Windows OS, MS Excel, MS PowerPoint. </li><li>Domain & Frameworks:<strong> </strong>ITIL Foundation; exposure to the Banking and Finance industry is highly preferred.</li></ul>"
    },
    {
      "name": "Why you should decide on us",
      "value": "<ul style=\"border:0px solid;color:rgb(32,32,32);font-family:Inter, '-apple-system', BlinkMacSystemFont, 'Segoe UI', Roboto, 'Helvetica Neue', 'Open Sans', 'system-ui', '-apple-system', 'Segoe UI', Roboto, Ubuntu, Cantarell, 'Noto Sans', sans-serif, 'Apple Color Emoji', 'Segoe UI Emoji';font-size:14px;font-style:normal;font-weight:400;text-transform:none;background-color:rgb(255,255,255);\"><li style=\"border:0px solid;margin:0px;\">Let’s grow together, join a market-leading <strong style=\"border:0px solid;margin:0px;font-weight:600;\">SaaS</strong> company – our agile character and culture of innovation enable you to design our future.</li><li style=\"border:0px solid;margin:0px;\">We provide you with the opportunity to take on responsibility and participate in international projects. </li><li style=\"border:0px solid;margin:0px;\">In addition to our buddy-program, we offer numerous individual and wide-ranging training opportunities during which you can explore technical and functional areas. </li><li style=\"border:0px solid;margin:0px;\">Our internal mobility initiative encourages colleagues to transfer cross functionally to gain experience and promotes knowledge sharing.</li><li style=\"border:0px solid;margin:0px;\">We are proud of our positive working atmosphere characterized by a supportive team across various locations and countries and transparent communication across all levels. </li><li style=\"border:0px solid;margin:0px;\">Together we're better - meet your colleagues at our numerous team events.</li></ul>CS_2026_24<br><br>"
    }
  ],
  "occupationCategory": "customer_support_and_client_care",
  "recruitingCategory": "India"
}