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 and analytical skills, excellent communication abilities, and experience working with ticketing systems and support tools. The candidate should be comfortable managing multiple requests, prioritizing urgent issues, and collaborating effectively with both technical and non-technical teams. A customer-focused mindset and professional written communication are essential to succeed in this position.

Key Responsibilities

- Monitor and manage incoming product support requests through approved support channels and ticketing platforms.
- Accurately categorize, prioritize, and document reported issues, user questions, and feedback.
- Provide timely, clear, and professional responses to users regarding product-related concerns such as account access, playback, and application functionality.
- Perform initial troubleshooting using standard procedures, knowledge base articles, and diagnostic tools.
- 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 support tickets through to resolution, ensuring consistent follow-ups and communication with users.
- Identify recurring problems and contribute to the development and maintenance of knowledge base articles, FAQs, and troubleshooting guides.
- Assist in release validation by reporting defects that impact users and verifying fixes as requested.
- Share insights on recurring user feedback, service-impacting trends, and opportunities for improvement with relevant internal teams.
- Adhere to established response protocols, escalation procedures, data privacy standards, and information security policies.

Required Qualifications

- 1 to 3 years of experience in product support, customer support, application support, service desk, or a related technology role.
- Basic understanding of web and mobile applications, user accounts, authentication, and common application issues.
- Strong troubleshooting and analytical thinking skills.
- Excellent communication and documentation abilities, including experience with ticketing systems and issue-tracking platforms such as Jira, Zendesk, Freshdesk, or ServiceNow.
- Ability to manage multiple requests, prioritize urgent issues, and maintain accurate records.
- Experience supporting OTT, streaming, SaaS, consumer digital, or other high-volume online platforms.
- Familiarity with video playback issues, buffering, login, subscription, payment, device compatibility, and application updates.
- 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, with ownership of support requests through to closure or escalation.
- Strong attention to detail when capturing evidence and documenting issues.
- Respect for privacy, security, and internal support processes.

Preferred Qualifications and Benefits

While not explicitly stated, candidates with experience in high-volume digital platforms and those who demonstrate proactive problem identification and user experience improvement will be highly valued. The role offers the opportunity to work closely with cross-functional teams in a dynamic environment, contributing to continuous service enhancement and customer satisfaction.

This position is ideal for professionals seeking to grow their expertise in product support within technology-driven industries, particularly those focused on digital streaming and SaaS platforms.