Product Support Engineer

WHY THIS ROLE EXISTS

Every support interaction is a moment of truth. A fast, clear, empathetic
response builds trust that no marketing campaign can buy. A slow or frustrating
one undoes it instantly. We're building JustCall's support function to make
every interaction feel effortless - for customers, prospects, and trial users
who are still deciding whether to bet on us.

We need a Product Support Engineer who can pick up a complex integration issue,
a frustrated trial user, or a multi-channel ticket backlog - and walk out the
other side with a resolved case, a cleaner knowledge base, and a customer who
feels genuinely taken care of. Someone who owns their cases end to end and
treats every product gap they spot as a useful signal, not someone else's
problem.

WHAT YOU'LL ACTUALLY DO

* Be the frontline of JustCall's customer experience - resolving technical
issues fast, communicating clearly, and making every interaction feel
effortless across chat, email, and phone.

* Own your cases end to end - from first response to full resolution - without
dropping context or handoff quality along the way.

* Support customers, prospects, and trial users across channels, adapting tone
and depth to what each situation needs.

* Contribute to the knowledge base - building Help Center articles, FAQs, and
troubleshooting guides that reduce repeat tickets and scale support capacity.

* Flag product gaps and translate customer feedback into actionable insights
for Product and Engineering - you're a signal source, not just a resolver.

* Spot escalation signals and recurring issue trends before they compound - and
surface them proactively.

* Contribute to QA and peer review processes - taking feedback well and using
it to sharpen your own work and raise team quality.

WHAT WE'RE LOOKING FOR

* 1+ year of support experience - product, application, or technical support
preferred.

* Multi-channel support experience - comfortable handling volume across chat,
email, and phone without losing quality.

* Tech-savvy and a fast learner - you pick up new tools quickly and can explain
complex concepts in plain language.

* Strong English communication - clear, empathetic, and professional in both
written and spoken form.

* High EQ problem-solver - you handle frustrated customers with patience and a
genuine drive to fix the issue, not just close the ticket.

* Organized and accountable - skilled at managing multiple tickets, maintaining
accurate case notes, and meeting SLAs consistently.

* Degree in IT, Computer Science, or a related field preferred.

EDGES THAT HELP

* Working knowledge of APIs and webhooks - you can diagnose integration issues
without escalating everything.

* Track record of identifying product gaps and translating customer feedback
into actionable insights for Product teams.

* Experience contributing to or building Help Center articles, FAQs, or
troubleshooting guides.

* Strong instinct for spotting escalation signals and recurring issue trends
before they become bigger problems.

HOW WE WORK

* Outcomes over volume. We measure support impact by resolution quality, SLA
adherence, CSAT, and the product signal you surface - not tickets closed per
hour.

* High ownership from day one - you'll own your cases fully, not pass them down
a chain.

* Fast cycles, real customer problems, and the expectation that you bring both
technical depth and genuine empathy to every interaction.

* Competitive pay tied to the quality of support you deliver and the bar you
help raise across the team.

THE BIGGER PICTURE

JustCall is SaaS Labs' flagship product - used by 6,000+ businesses across 70+
countries to run their customer conversations. We're backed by Peak XV and
Base10 Partners, have crossed $40M ARR, and are building toward $100M with the
team, the product, and the infrastructure to get there.

If this is the role you've been waiting to find - let's talk.

SaaS Labs takes pride in being an equal opportunity employer. We believe diverse
teams build better products, which is why we're committed to making hiring or
any employment decision regardless of race, colour, religion, national origin,
age, sex, marital status, ancestry, disability, genetic information, veteran
status, gender identity, sexual orientation, or any other characteristic.