Product Support Specialist

Product Support Specialist About Spyne Spyne is revolutionizing automotive retail with Generative AI—and we’re moving at lightning speed. We started with a simple but powerful idea: Use AI to help dealers sell cars online faster. Today, we’re building the world’s first AI-powered automotive retail ecosystem, transforming how 350K+ dealers market and sell vehicles across the Globe. Backed by $16M from Vertex Ventures, Accel, and top investors, we’re scaling like crazy: - 5X revenue growth in 15 months, now gunning for 5X more this year - Launched industry-first AI Image & 360° solutions - Launching and scaling aggressively on Voice and Conversational stack - Expanding aggressively in the US & Europe Read more about us: Studio AI Product - t.ly/t0Ko5 Vini AI Product Teaser - t.ly/Z6QwM Public links (Explore more across the web yourself as well): Spyne raises $16 Mil! Check out these as well - New Office , One of the podcasts , Dave as Head of US Sales Location: Gurgaon (Onsite) Working Hours: Rotational Shift - 24*7 Experience: 2 - 6 years Industry: AI | SaaS | B2B What are we looking for? Customer Support & Issue Resolution Serve as the first line of support via email, chat, and ticketing platforms for all client technical queries being responsive, empathetic, and professional in every interaction. Diagnose and resolve L1 issues related to Spyne AI's mobile app, web portal, API integrations, and image processing workflows. Accurately log, categorize, and prioritize tickets; track all interactions within the CRM tool with complete case notes. Achieve and maintain First Response Time (FRT) SLA of ≤ 30 minutes and resolution SLA targets as defined by management. Escalate unresolved or complex issues to L1/L2 with detailed diagnostic notes, reproduction steps, and relevant logs. Strong communication skills, both written and verbal. Technical Troubleshooting Reproduce reported bugs in test environments and provide clear steps to engineering for faster resolution. Assist customers with onboarding, platform configuration, API key setup, and SDK integration queries. Guide clients on image upload requirements, background removal settings, and AI enhancement features. Conduct basic log analysis and identify patterns in recurring issues; contribute to root cause documentation. Basic knowledge of SQL. Knowledge Management & Process Improvement Author and maintain FAQs, troubleshooting guides, and knowledge base articles for both internal and customer-facing use. Identify recurring issue patterns and surface them to QA/product teams for permanent fixes. Participate in weekly support syncs; share insights from ticket trends to improve product documentation. Contribute to the development and refinement of Standard Operating Procedures (SOPs) for the support function. Cross-Functional Collaboration Partner with OnBoarding & Customer Success Managers to ensure enterprise clients receive white-glove support during onboarding and post-sales. Proactively communicate service disruptions, maintenance windows, and product updates to affected customers. Collect and relay product feedback from customers to the product team through structured feedback loops. Required Qualification B.Tech or BCA or Other Technical Diplomas with 2+ years of experience in AI | SaaS | B2B environments supporting US or EMEA regions.