Product Support Specialist – Live Client Support & Ticketing

About the role

Neo Technologies seeks an experienced Product Support Specialist to act as the frontline link between clients and internal squads. You will capture every production issue, request, or improvement idea, turn it into a clear Jira ticket, and drive it to closure quickly, ensuring a seamless live customer experience.

Key responsibilities

• Monitor live‑support channels (mail, phone, Slack, Teams) and respond within SLA.
• Log bugs, incidents, and enhancement requests in Jira with reproducible steps, context, and impact.
• Validate ticket completeness before assigning to squads and track squad capacity to flag bottlenecks.
• Prioritise tickets by severity, user impact and business risk; escalate show‑stoppers immediately.
• Maintain a real‑time support board and dashboard of live issues, work‑in‑progress and resolution ETA.
• Own release‑validation checklist, coordinating QA, UAT and post‑deploy smoke tests with end users.
• Analyse incident patterns, propose preventive fixes and document FAQs/known issues in Jira.

Required profile

• Bachelor’s degree in Computer Science, IT, Business Administration or related field.
• 2‑3 years of product support, customer success or technical account management experience in SaaS/Fintech.
• Excellent written and verbal communication in English; comfortable briefing C‑suite.
• Calm under pressure, decisive prioritisation and highly organised.

Required skills

• Proficiency with Jira and Zendesk ticketing tools.
• Experience with CI/CD pipelines, release processes and API troubleshooting (RESTful APIs).
• Familiarity with monitoring and debugging tools such as Datadog and Sentry.
• Ability to read logs, payloads and perform root‑cause analysis.

What we offer

• Growth & learning opportunities through employee coaching programs.
• Friendly hybrid work environment (office + remote).
• Medical insurance and bonus scheme.