Product Support Executive – Digital Platforms (Onsite, Karachi, PKR Salary)

We are seeking a motivated and detail-oriented Product Support Specialist with 1 to 3 years of experience in product support, customer support, application support, or service desk roles. The ideal candidate will have a foundational understanding of web and mobile applications, user accounts, authentication processes, and common application issues. This role requires strong troubleshooting skills, analytical thinking, and the ability to communicate clearly and professionally with both technical and non-technical teams. Experience supporting high-volume online platforms such as OTT, streaming, SaaS, or consumer digital services is highly valued.

Key Responsibilities

- Monitor and manage incoming product support requests through designated support channels and ticketing systems.
- Accurately categorize, prioritize, and document user-reported issues, questions, and feedback.
- Provide timely, clear, and professional responses to users regarding product functionality, account management, access issues, playback problems, and application concerns.
- Conduct initial troubleshooting by applying standard support procedures, referencing knowledge base articles, and performing diagnostic checks.
- Reproduce reported issues when possible, capturing detailed evidence including steps taken, screenshots, logs, device information, and timestamps.
- Escalate complex technical issues to Engineering, QA, DevOps, or Product teams with comprehensive and actionable information.
- Track and manage incidents and support tickets through to resolution, ensuring consistent follow-up and communication with users.
- Identify recurring problems and contribute to the development and maintenance of knowledge base articles, FAQs, troubleshooting guides, and other support documentation.
- Assist with release validation by reporting defects that impact users and verifying fixes as requested.
- Communicate recurring user feedback, service-impacting trends, and potential improvement opportunities to relevant internal teams.
- Adhere to established response protocols, escalation procedures, and comply with data privacy and information security policies.

Required Qualifications

- 1 to 3 years of experience in product support, customer support, application support, service desk, or related technology roles.
- Basic understanding of web and mobile applications, including user accounts, authentication, and common application issues.
- Strong troubleshooting and analytical skills, with experience using ticketing systems and issue-tracking platforms such as Jira, Zendesk, Freshdesk, or ServiceNow.
- Ability to manage multiple requests simultaneously, prioritize urgent issues, and maintain accurate documentation.
- Excellent written communication skills and a strong customer-service mindset.
- Experience supporting OTT, streaming, SaaS, consumer digital platforms, or other high-volume online services.
- Familiarity with video playback, buffering, login, subscription, payment, device compatibility, and application update issues.
- Basic knowledge of APIs, browser troubleshooting, mobile diagnostics, and network connectivity.
- Exposure to incident management, knowledge management, and service reporting.
- A calm, empathetic, and solution-oriented approach to user support, taking ownership of support requests through to resolution or appropriate escalation.
- Attention to detail when capturing evidence and documenting issues.
- Respect for privacy, security, and internal support processes.

Preferred Qualifications and Benefits

While not explicitly listed, candidates with experience in proactive problem identification and user experience improvement initiatives will be highly regarded. The role offers the opportunity to work closely with cross-functional teams and contribute to enhancing product quality and customer satisfaction in a dynamic, fast-paced environment.

This position is ideal for individuals who thrive in collaborative settings and are passionate about delivering exceptional support while continuously learning and growing within the technology support domain.