Product Support Specialist

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

• Studio AI Product -
• Vini AI Product Teaser -

Public links (Explore more across the web yourself as well)

• Spyne raises $16 Mil!
• Check out these as well -

New Office

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One of the podcasts

,

Dave as Head of US Sales

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

or BCA or Other Technical Diplomas with 2+ years of experience in AI | SaaS | B2B environments supporting US or EMEA regions.