Product Support Executive – Digital Platforms (Onsite, Karachi)

About the role

The Product Support Executive will handle product support requests for digital platforms, ensuring timely resolution and an excellent user experience.

Key responsibilities

• Monitor incoming product support requests through approved channels and ticketing systems.
• Categorize, prioritize, and document reported issues, questions, and user feedback.
• Provide timely and clear responses to users regarding product, account, access, playback, and application concerns.
• Perform initial troubleshooting using standard procedures, knowledge articles, and diagnostic checks.
• Reproduce reported issues when possible and capture steps, screenshots, logs, device details, and timestamps.
• Escalate technical issues to Engineering, QA, DevOps, or Product teams with complete information.
• Track incidents and support tickets through resolution, including follow‑ups and user communication.
• Identify recurring issues and contribute to knowledge‑base articles, FAQs, and troubleshooting guides.
• Support release validation by reporting user‑impacting defects and verifying fixes.

Required profile

• 1–3 years of experience in product, customer, or application support with a basic understanding of web and mobile applications.
• Strong troubleshooting, analytical thinking, and documentation skills, comfortable using ticketing systems.
• Ability to manage multiple requests, prioritize urgent issues, and work with cross‑functional technical and non‑technical teams.
• Customer‑service mindset with professional written communication.

Required skills

• Experience with ticketing and support tools such as Jira, Zendesk, Freshdesk, or ServiceNow.
• Familiarity with APIs, browser troubleshooting, mobile diagnostics, and network connectivity.
• Understanding of video playback, buffering, login, subscription, payment, device compatibility, and application update issues.