Technical Product Support Specialis...

Technical Product Support Specialist - Mumbai, India

Join mple.ai as a Technical Product Support Specialist in Mumbai, India, and be instrumental in ensuring seamless product adoption and delivering exceptional customer support. This role is perfect for problem-solvers who enjoy delving into complex systems and championing the customer's voice internally.

As a key member of our team, you will provide first-line technical assistance, troubleshoot common SaaS issues, and collaborate closely with engineering, product, and customer success departments to resolve customer queries efficiently. You will manage support tickets from inception to resolution, ensuring adherence to SLAs, and contributing to our high-quality support experience for mid-market and enterprise clients.

Key Responsibilities

• Respond to customer product and technical inquiries via email, chat, and phone.
• Diagnose and resolve typical SaaS challenges, including login issues, feature usage questions, configuration problems, and basic integration support.
• Manage the full lifecycle of support tickets, ensuring timely and effective resolutions.
• Escalate complex or recurring technical problems to engineering or product teams with detailed documentation and reproduction steps.
• Partner with Customer Success Managers to facilitate customer onboarding, adoption, and ongoing product utilization.
• Develop and maintain customer-facing resources such as FAQs, help articles, and knowledge base content.
• Collect and analyze customer feedback to identify trends, recurring issues, and areas for product improvement, sharing insights with relevant teams.
• Uphold a consistent, reliable, and superior support experience for our enterprise and mid-market customer base.

Skills and Qualifications

• Bachelor's degree in Computer Science, IT, Engineering, or a related technical field.
• 2 to 5 years of experience in SaaS product support, technical support, or application support.
• Proficiency in analytical and troubleshooting methodologies with a structured approach to problem-solving.
• Adept at quickly understanding product functionalities and translating technical information into easily understandable terms for customers.
• Hands-on experience with support platforms like Zendesk, Freshdesk, Jira, or similar ticketing systems.
• Excellent written and verbal communication skills, with a strong commitment to a customer-first philosophy.
• Familiarity with SaaS products, web applications, and fundamental system integrations.

Who You Are

• Possess a strong technical aptitude and a deep interest in how products function.
• Skilled in communicating technical issues, edge cases, and customer pain points effectively to engineering teams.
• Adaptable and effective in a fast-paced, dynamic work environment, managing multiple priorities concurrently.
• Highly detail-oriented, process-driven, and committed to seeing issues through to resolution.
• View customer support as a strategic opportunity to enhance both product offerings and the overall customer journey.
• Eager for professional growth into roles such as Customer Success, Solutions Engineering, or Product Operations.

Bonus Points

• Experience with AI, EdTech, or enterprise SaaS platforms.
• Working knowledge of APIs, SSO, LMS, or CRM integrations.
• Experience in creating technical documentation, product tutorials, or customer training materials.

Why Join mple.ai?

• Be part of a rapidly expanding AI SaaS company revolutionizing enterprise learning.
• Gain direct exposure to enterprise clients and the complexities of SaaS adoption.
• Contribute to a collaborative culture with clear career progression pathways into Customer Success, Solutions Engineering, or Product Management.
• Play a role in developing cutting-edge, AI-powered products that are defining the future of corporate learning.