Technical Product Support Executive

Ovii's Interpretation of the Role

The Technical Product Support Engineer works on‑site in Bengaluru, bridging customers and Metaforms' AI‑driven research platform. The role blends deep technical troubleshooting with clear communication to resolve issues, guide onboarding, and feed product improvements.

Role Snapshot

• On‑site technical support
• Customer issue investigation
• Root‑cause analysis of logs & APIs
• Product walkthroughs & onboarding
• Cross‑functional collaboration with Engineering & Product
• Documentation & knowledge‑base creation

Must-Have Requirements

• Technical troubleshooting
• API documentation & log analysis
• Written communication
• Structured problem solving
• Cross‑functional collaboration
• technical support
• solutions engineering
• product support

Nice-to-Have Signals

• AI platform familiarity
• Enterprise support experience
• Survey platform knowledge
• Documentation writing
• AI‑driven platforms
• enterprise support

Work Setup

• Location: Bengaluru, India
• Work mode: ONSITE
• Employment type: Full-Time

Not Specified in JD

• Salary range
• Visa sponsorship
• Remote eligibility
• Education requirement
• Certifications
• Relocation
• Notice period
• Travel
• Security clearance
• Coding test
• Portfolio
• GitHub
• Writing sample
• Cover letter

What You'll Likely Work On

• Investigate and resolve technical issues reported via chat and email, digging beyond surface‑level symptoms.
• Read error logs, API responses, and product behavior to accurately diagnose problems.
• Support complex workflows such as survey deployments, data‑processing pipelines, and AI agent configurations.
• Conduct product walkthroughs and guide customers through feature adoption during onboarding and releases.
• Act as the technical voice of the customer, translating usage problems into actionable feedback for Product.
• Identify recurring issues, surface patterns, and contribute to roadmap and reliability improvements.
• Create and maintain customer‑facing help articles, FAQs, and troubleshooting guides.
• Maintain an internal knowledge base and document escalation paths, known issues, and workarounds.

Good Fit If You Have

• Enjoys deep technical problem solving and root‑cause analysis.
• Thrives in a fast‑moving SaaS environment with high‑touch enterprise customers.
• Comfortable communicating complex technical concepts to non‑technical audiences.