Product Support Engineer

PostEx is a dynamic logistics and FinTech company that supports e-commerce businesses by offering courier services, Cash on Delivery (COD), and innovative financial solutions. By integrating logistics with financial technology, PostEx streamlines delivery processes, simplifies payments, and fosters the growth of online businesses. We are seeking a motivated and technically proficient Product Operations & Support Specialist with 1–2 years of experience to join our team in a hybrid role. This position involves managing product operations, providing technical support, and engaging directly with customers to ensure seamless product performance and continuous improvement.

Key Responsibilities

- Provide technical support to customers, addressing and resolving product-related issues promptly.
- Troubleshoot technical problems and collaborate closely with product and engineering teams to ensure timely solutions.
- Assist with product lifecycle activities such as updates, releases, and deployments to maintain product quality.
- Develop and maintain comprehensive product documentation, including user guides, FAQs, and support materials.
- Serve as a liaison between customers, product, and engineering teams to communicate issues and help prioritize feature requests.
- Monitor product performance proactively to identify and resolve technical challenges before they impact users.
- Analyze customer feedback and support trends to uncover opportunities for product and process improvements.
- Support the implementation and upkeep of internal product management systems and tools.
- Provide training and guidance to both internal teams and customers on new features and product updates.
- Oversee data flows, resolve integration issues, and ensure the proper functioning of connected systems.
- Continuously improve support processes and technical workflows to enhance the overall customer and product experience.

Required Qualifications

- Bachelor’s degree in Computer Science, Software Engineering, or a related discipline.
- 1–2 years of experience in product operations, technical support, or customer-facing technical roles.
- Strong understanding of software systems, APIs, data integrations, and technical troubleshooting techniques.
- Excellent written and verbal communication skills, with the ability to explain complex technical concepts in clear, customer-friendly language.
- Experience using support and operations tools such as Jira, Zendesk, or similar platforms.
- Proven ability to collaborate effectively with product, engineering, and customer success teams.
- High attention to detail and a strong focus on accuracy.
- Strong problem-solving skills and the ability to manage multiple tasks efficiently.
- Basic knowledge of product management processes and Agile methodologies is advantageous.

Preferred Qualifications and Additional Skills

- Experience working in Logistics, FinTech, SaaS, APIs, or software-based product environments.
- A proactive mindset toward identifying and resolving technical issues independently.
- Experience in creating product documentation and knowledge bases.
- Technical aptitude with a willingness to learn and adapt to new tools, platforms, and systems.

This role offers the opportunity to work at the intersection of technology and customer service within a fast-growing company that values innovation and collaboration. If you are passionate about supporting product excellence and enjoy solving technical challenges while engaging with customers, we encourage you to apply.