Product Support Engineer
Posted on: January 06, 2026 | Bengaluru (On-Site)
Company Name: SaaS Labs.com
Team: Product Support | Application Deadline: Open Until Filled
Reports To: Product Support Manager
Division: Customer Success | Employment Type: Full-Time
Location: Bengaluru, Karnataka, India
Schedule: On-Site (4 Days in Office) | Experience Level: 1-3 + Years
About SaaS Labs: Where Customer Conversations Actually Get Better
Every business talks about "better customer conversations." At SaaS Labs, we don't just talk—we build the products that actually make them happen. From JustCall to Callpage to ServiceAgent.ai, we're helping thousands of businesses across the globe communicate smarter, faster, and more effectively.
With a growing team of 300+ talented individuals across India, the United States, and beyond, we're at a pivotal inflection point. Artificial intelligence is fundamentally reshaping how businesses communicate, and we're leading that transformation. We're not just observers of this change—we're the architects building the future of business communication.
Working at SaaS Labs means something different. It means total ownership of your work. It means moving fast without breaking things. It means building products that scale globally and seeing the real, tangible impact of your contributions every single day. If you're the kind of person who gets energized by solving real problems for real people, you're going to love it here.
The Role: What Being a Product Support Engineer Means at SaaS Labs
As a Product Support Engineer at SaaS Labs, you'll be far more than just a support ticket resolver—you'll be the critical bridge between our customers and our product. You'll be the first point of contact for businesses using JustCall, our powerful cloud-based phone system and contact center platform that's currently powering customer conversations for businesses across 70 countries.
Your days will be spent diving deep into technical challenges, unraveling complex customer issues, and ensuring that every user who reaches out feels heard, understood, and empowered. You'll communicate via phone calls, emails, and live chat—whatever channel the customer needs. You'll need to think on your feet, stay curious about technology, and genuinely care about making someone's day better by solving their problem.
This is a full-time, on-site position based in our Bengaluru office. We work from the office four days a week because we've learned that some of the best ideas, the quickest problem-solving, and the strongest team bonds still happen over coffee, impromptu whiteboard sessions, and face-to-face collaboration.
What We'll Count on You For: Your Core Responsibilities
Customer-Facing Technical Support
You'll provide comprehensive technical support to our diverse customer base—including existing customers, prospects evaluating our platform, and users on trial. Whether they reach you via phone, email, or live chat, you'll be their go-to expert for resolving issues and answering questions about JustCall's features and functionality.
Troubleshooting and Issue Resolution
You'll triage incoming support requests, diagnose technical problems systematically, and resolve product-related queries efficiently. When a quick fix isn't enough, you'll proactively initiate calls with customers, lead live troubleshooting sessions, and conduct screen-share sessions to walk them through solutions in real-time.
Escalation Management
Not every issue can be solved on the first contact, and that's okay. When you encounter complex, recurring, or high-impact problems that require deeper technical expertise, you'll escalate them to our Subject Matter Experts, Product teams, or Engineering teams—but you'll never escalate blindly. You'll provide full context, detailed diagnostics, and all the groundwork needed for a swift resolution.
Cross-Functional Collaboration
Customer success is a team sport at SaaS Labs. You'll work closely with Product, Engineering, Sales, and Customer Success teams to unblock customers and ensure they're getting maximum value from our platform. Your insights from the support frontlines will be invaluable for improving our products and processes.
Product Feedback Loop
You'll have a direct line to product improvement. As you work with customers day in and day out, you'll identify patterns, spot opportunities for enhancement, and communicate actionable customer feedback to the teams who can make those improvements happen.
Documentation and Communication
Clear communication is everything. You'll maintain accurate, detailed case notes for every customer interaction. You'll ensure customers are kept in the loop throughout the resolution process. You'll contribute to building and improving both internal knowledge bases and external customer-facing documentation, including Help Centre articles, FAQs, and troubleshooting guides.
Quality and Compliance
Excellence is in the details. You'll follow all standard operating procedures, tagging and taxonomy rules, and compliance guidelines for account access and actions. You'll ensure Service Level Agreements (SLAs) are consistently met and that your performance meets key metrics including CSAT (Customer Satisfaction), FCR (First Contact Resolution), Internal Quality Scores, and response times.
Continuous Improvement
Growth never stops. You'll participate in quality assurance reviews and peer feedback sessions, implementing constructive feedback to continuously improve your response quality and technical knowledge. You'll proactively identify cases that need escalation or trend analysis, helping the entire team get better.
What'll Make You a Great Match: Required Skills and Experience
Technical Support Experience
You bring 1-3 years of hands-on experience in product support, application support, or technical customer support. Experience across multiple channels—chat, email, and voice—is absolutely essential. You're comfortable being the voice of the company and the face of our technical expertise.
Communication Excellence
You're fluent in English and equally fluent in empathy. You have the rare ability to explain complex technical concepts in simple, friendly language—like you're helping a friend, not reading from a script. You know when to be formal and when to be personable, always matching your communication style to the customer's needs.
Multitasking Under Pressure
You can juggle multiple support tickets simultaneously without breaking a sweat. You know how to prioritise effectively, manage your time, and maintain quality even when things get busy. You thrive in fast-paced environments.
Technical Aptitude
You're genuinely tech-savvy and curious. Terms like APIs, webhooks, CRMs, integrations, and SaaS platforms don't intimidate you—they excite you. You're comfortable working with tools like Intercom, JIRA, Zendesk, or similar customer support and project management platforms. You're always eager to learn new technologies and understand how things work under the hood.
Problem-Solving with Emotional Intelligence
You don't just fix technical issues—you make users feel heard, valued, and supported. You combine analytical problem-solving skills with high emotional intelligence. You understand that behind every support ticket is a real person who needs help, and you treat them accordingly.
Educational Background
A bachelor's degree in Information Technology, Computer Science, or related technical fields is strongly preferred. However, we value practical experience and demonstrated ability just as much as formal education.
Why You'll Love Working Here: Our Benefits and Culture
Flexible Time Off
Take time off when you need it. We trust you to manage your energy, mental health, and schedule responsibly. No arbitrary limits, no guilt trips—just genuine trust.
Results-Oriented Culture
We don't track hours; we measure impact. Work when you're most productive. Show up for your team. Deliver results. That's what matters.
Competitive Compensation
Your pay will reflect your skills, your experience, and the real value you bring to our customers and company. We believe in rewarding talent fairly.
Annual Company Gatherings
Once a year, we trade Zoom calls for real human connection. We gather somewhere nice and sunny to celebrate together, recharge, share ideas, and remind ourselves why we love what we do.
Comprehensive Health Coverage
We provide extensive physical and mental health coverage for you, your partner, and your family. Healthcare shouldn't come with fine print or stress—we've got you covered.
Diversity and Inclusion
SaaS Labs takes genuine pride in being an equal opportunity employer. We believe that diverse teams build better products, period. We're committed to making hiring and employment decisions free from bias based on race, color, religion, national origin, age, sex, marital status, ancestry, disability, genetic information, veteran status, gender identity, sexual orientation, or any other characteristic. Everyone deserves a fair shot.
Ready to Make an Impact?
If this sounds like the kind of role where you can thrive, grow, and make a real difference in how businesses communicate around the world, we want to hear from you.
Curious about what we're building and where we're headed? Follow us on LinkedIn to stay updated on our latest product launches, company news, and career opportunities.
Apply now and become part of the team that's transforming business communication, one customer conversation at a time.
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