Product Support Specialist
About Spyne
Spyne is revolutionizing automotive retail with Generative AI—and we’re moving at lightning speed. We started with a simple but powerful idea: Use AI to help dealers sell cars online faster. Today, we’re building the world’s first AI-powered automotive retail ecosystem, transforming how 350K+ dealers market and sell vehicles across the Globe.
Backed by $16M from Vertex Ventures, Accel, and top investors, we’re scaling like crazy:
- 5X revenue growth in 15 months, now gunning for 5X more this year
- Launched industry-first AI Image & 360° solutions
- Launching and scaling aggressively on Voice and Conversational stack
- Expanding aggressively in the US & Europe
Read more about us:
Location: Gurgaon (Onsite)
Working Hours: Rotational Shift - 24*7
Experience: 2 - 6 years
Industry: AI | SaaS | B2B
What are we looking for?
Customer Support & Issue Resolution
- Serve as the first line of support via email, chat, and ticketing platforms for all client technical queries being responsive, empathetic, and professional in every interaction.
- Diagnose and resolve L1 issues related to Spyne AI's mobile app, web portal, API integrations, and image processing workflows.
- Accurately log, categorize, and prioritize tickets; track all interactions within the CRM tool with complete case notes.
- Achieve and maintain First Response Time (FRT) SLA of ≤ 30 minutes and resolution SLA targets as defined by management.
- Escalate unresolved or complex issues to L1/L2 with detailed diagnostic notes, reproduction steps, and relevant logs.
- Strong communication skills, both written and verbal.
Technical Troubleshooting
- Reproduce reported bugs in test environments and provide clear steps to engineering for faster resolution.
- Assist customers with onboarding, platform configuration, API key setup, and SDK integration queries.
- Guide clients on image upload requirements, background removal settings, and AI enhancement features.
- Conduct basic log analysis and identify patterns in recurring issues; contribute to root cause documentation.
- Basic knowledge of SQL.
Knowledge Management & Process Improvement
- Author and maintain FAQs, troubleshooting guides, and knowledge base articles for both internal and customer-facing use.
- Identify recurring issue patterns and surface them to QA/product teams for permanent fixes.
- Participate in weekly support syncs; share insights from ticket trends to improve product documentation.
- Contribute to the development and refinement of Standard Operating Procedures (SOPs) for the support function.
Cross-Functional Collaboration
- Partner with OnBoarding & Customer Success Managers to ensure enterprise clients receive white-glove support during onboarding and post-sales.
- Proactively communicate service disruptions, maintenance windows, and product updates to affected customers.
- Collect and relay product feedback from customers to the product team through structured feedback loops.
Required Qualification
- B.Tech or BCA or Other Technical Diplomas with 2+ years of experience in AI | SaaS | B2B environments supporting US or EMEA regions.
