Product Support Specialist II

Ovii's Interpretation of the Role

The Product Support Specialist II provides deep technical assistance for SpotDraft’s contract platform, handling complex UI configurations, integration and API issues, and turning recurring tickets into actionable insights for engineering. The role also mentors junior staff and shapes knowledge‑base content with AI‑ready documentation.

Role Snapshot

• Advanced product troubleshooting
• Integration & API debugging
• Log analysis & monitoring
• Pattern detection & reporting
• Team training & knowledge‑base authoring
• AI & MCP tooling expertise

Must-Have Requirements

• Product support experience (3+ years in B2B SaaS)
• Integration configuration and troubleshooting
• API & webhook debugging
• Log analysis with DataDog, HAR, Groundcover, GCP, Metabase
• Template logic modification
• AI prompting and MCP server expertise
• Pattern synthesis and structured reporting
• Coaching and onboarding junior staff
• Impeccable written communication
• Product Support
• B2B SaaS

Work Setup

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

Eligibility Gates

• Visa sponsorship: unknown

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

• Design and resolve complex UI configurations that L1 cannot handle
• Configure, debug, and isolate issues in out‑of‑the‑box integrations and connectors
• Investigate API and webhook failures, analyze HTTP errors and payloads
• Use DataDog, HAR, Groundcover, GCP logs, and Metabase to pinpoint root causes
• Read, modify, and validate template computation logic
• Identify recurring ticket patterns, document them, and submit structured reports to Product and Engineering
• Lead special projects end‑to‑end with minimal supervision
• Train new joiners, update help articles, and run knowledge‑transfer sessions for L1 staff
• Apply expert AI prompting and MCP server tools to improve troubleshooting workflows
• Maintain high‑quality written communication with senior enterprise stakeholders

Good Fit If You Have

• Strong written communication and ability to present findings to senior stakeholders
• Proactive pattern recognition across ticket volume
• Willingness to work in a 24/7 support environment