Product Support Specialist

About the role

Data Delivery team at Supplier.io supports customers of the supplier intelligence platform by resolving product issues and ensuring data quality. The role diagnoses technical problems using SQL and API tools, documents resolutions, and guides users through onboarding and best practices. Hyderabad, India, remote work model, 4-6 years SaaS support experience required.

What you’ll do

• Serve as primary contact for customer-reported product issues via tickets, email, and calls
• Diagnose, troubleshoot, and resolve technical and functional platform issues
• Investigate data discrepancies using logs, databases, and system configurations
• Collaborate with Engineering to reproduce bugs and validate fixes
• Create and maintain support documentation and knowledge base articles
• Guide customers through product features and onboarding processes
• Prioritize case queue and communicate status to customers
• Escalate systemic problems to Product and Engineering teams

What you’ll bring

• 4-6 years product support experience
• SaaS or enterprise software background
• Proficiency in SQL
• Experience with REST APIs and Postman
• Familiarity with ticketing systems (Salesforce, Zendesk, Jira)

Nice to have

• Knowledge of supplier diversity or procurement domain
• Understanding of data quality and entity matching

Skills