Product Support Associate
BengaluruFull-time1–3 yrsPosted 1 week ago
Junior IT support role at Ethos Life in Bengaluru. Needs 1–3 years.
About the role
Product Support is the front line for resolving escalated issues that reach our internal teams and customers - the layer between day-to-day support and deep technical investigation. As a Product Support Associate, you'll own escalated cases end to end: diagnosing what's actually going wrong, resolving it directly when you can, and looping in engineering or product only when a case genuinely requires deeper investigation.
What you'll do
- Own escalation cases end to end - triaging incoming issues from internal teams and customers, diagnosing root cause, and resolving them directly whenever possible
- Ensure accuracy and clarity in every resolution: small errors here have outsized downstream impact
- Build fluency across the systems that matter for troubleshooting and backend tools (e.g., Datadog
- Serve as a clear, responsive point of contact for the internal teams and customers who filed the case, keeping them updated and setting accurate expectations on timing
- Get on the phone with customers when a case calls for it, walking them through a solution or troubleshooting live rather than relying solely on written back-and-forth…
What you need
- Troubleshooting
- Salesforce
- Datadog