Product Support Engineer

Role overview

Product Support Engineer at Kovai.co

Diagnose and resolve product, configuration, integration, and workflow issues.

Responsibilities

• Handle escalations from AI-assisted support channels.
• Provide clear and effective customer communication.
• Create and improve knowledge articles and reusable solutions.
• Identify gaps in documentation, AI responses, and support workflows.
• Collaborate with Product and Engineering on defects and customer-impacting issues.
• Represent customer feedback and product insights.
• Qualifications 3+ years in SaaS technical support, product support, or solutions engineering.
• Strong troubleshooting and analytical skills.
• Experience supporting web applications, APIs, integrations, authentication, or cloud platforms.
• Strong written and verbal communication skills.
• Customer-focused mindset with a passion for continuous improvement.
• Success Measures Customer satisfaction and resolution quality.
• Effective handling of complex customer issues.
• Quality of knowledge contributions.
• Escalation quality and completeness.
• Contribution to AI and self-service improvements.
• Why Join Us?
• We're reimagining support for the AI era.
• You'll focus on solving meaningful customer problems, influencing product direction, improving AI systems, and helping build a world-class customer experience.
• AI will handle the routine.
• You'll handle what matters most.
• Equal Opportunities: We are committed to building an inclusive workplace where everyone feels valued, respected, and empowered to grow.
• We celebrate diverse perspectives and believe that great talent thrives in an environment built on fairness, belonging, and equal opportunity for all.

Employment details

• Location: Coimbatore [Tamil Nadu] [India]

About the employer

• Kovai.co is a global B2B SaaS product company building enterprise software from India for businesses worldwide.
• At Kovai.co, our teams are collaborative, ownership-driven, and deeply invested in craftsmanship, continuous learning, and open communication - creating an environment where people grow together, contribute meaningfully, and build strong relationships alongside impactful outcomes.

Additional role details

• Over the years, we've grown rapidly and profitably, and today we're on track towards $30 million in annual revenue - with an even bigger journey ahead.
• Trusted by customers across 100+ countries, including Fortune 500 enterprises and fast-scaling startups, we build products that solve complex, mission-critical problems at scale.
• At the heart of Kovai.co is a tribe of thoughtful helpers - people passionate about empowering customers, uplifting colleagues, and continuously growing in our own journeys.
• What we build: BizTalk360 : Our first product, built to help enterprises simplify and manage complex integration environments with confidence - trusted by Microsoft, Mercedes-Benz, Pfizer, Vodafone, BBC, and NBCUniversal.
• Turbo360 : Our fast-growing Azure Cloud Management and FinOps platform, helping enterprises gain visibility, optimize cloud costs, and run smarter, more efficient cloud operations at scale.
• Document360 : Our flagship AI-powered knowledge management platform, helping teams create, manage, and deliver exceptional documentation experiences - trusted by companies like Puma, HP, VMware, McDonald's, and Virgin Group.
• Three products > One culture of innovation, ownership, and customer obsession.
• How we work: We believe great work happens when talented people are trusted, empowered, and supported to do their best.
• At Kovai.co, AI isn't just a capability - it's our superpower.
• We embrace AI-first thinking to help our teams work smarter, solve problems creatively, and create greater impact for our customers and each other.
• Position : Product Support Engineer Join an AI-first support organization where AI handles routine interactions and human expertise focuses on solving complex customer problems.
• As a Product Support Engineer, you will troubleshoot technical issues, guide customers to successful outcomes, contribute to our knowledge ecosystem, and help improve AI-driven support experiences.
• Shift Timings : 2 pm to 11 pm & 9 pm to 6 am (rotational on quarterly basis)