Product Support Executive

Location: Pune, India | Reports to: Product Support Manager| Experience: 3–5 Years | Type: Full time, Work from Office, Rotational Shifts

About the Role

Anchanto is a global enterprise-grade B2B SaaS company providing cloud software for brands, retailers, and logistics providers to manage orders, warehouses, inventory, marketplaces, fulfilment, parcel tracking, and omnichannel commerce.

As Anchanto’s customer base grows across markets, we need a Product Support Executive who can resolve customer issues quickly and accurately, protect platform stability, and give customers a consistently excellent support experience on our WMS and OMS products.

This role sits at the front line between Customers, L3 Support, Engineering, Product and Customer Success. The person will own first-level support for WMS and OMS understanding the customer’s issue correctly, troubleshooting it within defined SLAs, and escalating with complete, actionable information when deeper investigation is needed.

This is not a ticket-forwarding role. The expectation is to resolve as many issues as possible at the first level, understand the product deeply, and help reduce repeat issues over time.

The role requires a good understanding of warehouse and order management processes, ticketing systems, basic technical troubleshooting (logs, APIs, data checks) and the ability to communicate clearly with customers who may not be technical.

Note: This role may require working in rotational shifts, with split week-offs and on-call support as needed.

Why This Role Exists

Anchanto customers run live warehouses and order operations on our platform, often across multiple markets, marketplaces and time zones. When something does not work as expected, it directly affects their orders, shipments and revenue.

The Product Support function exists to restore normal operations quickly and to make sure every issue leaves the customer, and the product, better off.

The role will ensure that

• Customer issues are acknowledged, understood and resolved within defined SLAs.
• Known issues and how-to queries are resolved at the first level without unnecessary escalation.
• Escalations to L3 and Engineering are complete, reproducible and correctly prioritised.
• Customers receive clear, timely and honest updates throughout the life of a ticket.
• Potential incidents are spotted early through monitoring and alerts.
• Recurring issues are identified and fed back to Product and Engineering.
• Support knowledge is documented and reusable across the team.

What You Will Own

The role owns seven areas. The expectation across all of them is the same: strong ownership, customer empathy, product knowledge, sound troubleshooting and clear communication.

• Ticket Handling & First-Level Resolution

• Provide first-level support for WMS and OMS issues raised by customers through the ticketing system, email, chat or calls.
• Triage, categorise and prioritise tickets based on business impact, severity and SLA.
• Resolve how-to queries, configuration questions, data issues and known problems at the first level.
• Reproduce reported issues in test environments where possible to confirm behaviour.
• Keep every ticket updated with accurate status, steps taken, findings and next actions.
• Close tickets only after confirming resolution with the customer.

• Customer Communication & SLA Management

• Respond promptly to customer queries and keep them informed through to resolution.
• Explain technical issues, workarounds and resolutions in clear, non-technical language.
• Track SLA timelines and flag tickets at risk of breach early.
• Manage customer expectations on timelines, especially for issues awaiting L2/L3 or Engineering.
• Help onboarded customers use the product correctly through guidance and short walkthroughs.

• Troubleshooting & Escalation

• Diagnose issues using application screens, logs, API responses, integration status and basic data queries.
• Understand common integration flows with marketplaces, e-commerce platforms, carriers and ERPs to isolate where an issue sits.
• Escalate complex issues to L3 Support or Engineering with clear problem statements, steps to reproduce, impact and evidence.
• Follow up on escalated tickets and keep ownership of the customer communication.
• Contribute to root cause analysis for recurring issues.

• Proactive Monitoring & Incident Management

• Monitor system alerts, dashboards and integration queues to spot issues before customers report them.
• Raise and coordinate incidents as per the incident management process.
• Support customer communication during major incidents and outages.
• Participate in on-call rotation to provide after-hours support when required.

• Knowledge Base & Documentation

• Maintain accurate documentation of support procedures, troubleshooting steps and known issues.
• Create and update knowledge base articles and FAQs for customers and internal teams.
• Share learnings with the team and help onboard and train new team members.

• Product Feedback & Continuous Improvement

• Identify recurring issues, feature gaps and usability problems from customer tickets.
• Share structured feedback with Product, Engineering and Customer Success.
• Suggest process improvements that reduce ticket volume and resolution time.
• Use AI and automation tools where available to speed up triage, responses and documentation.

• Customer Management & Review Calls

• Own the support relationship for an assigned set of customer accounts.
• Schedule and run weekly or monthly support review calls with customers.
• Prepare for each call with open tickets, SLA performance, escalations and recurring issues.
• Share agreed actions and minutes after each call, and track them to closure.
• Spot customer dissatisfaction or account risk early and raise it with the Support Manager and Customer Success.
• Coordinate with L3 Support, Engineering and Product to give customers clear updates on open issues.

Cross-Functional Operating Model

Success depends on clear ownership and close collaboration with

Partner

Primary partnership area

L3 Support

Escalations, complex troubleshooting, root cause analysis and fixes

Engineering

Bug investigation, hotfixes, incident resolution and technical dependencies

Product Management

Product behaviour, known limitations, feature gaps and product feedback

Customer Success

Customer health, adoption, recurring concerns and escalation context

Implementation / Delivery

Handover of newly live customers, configuration context and go-live issues

Customers

Issue reporting, clarification, validation of fixes and product guidance

What Good Looks Like After 6 to 12 Months

The team and customers should be able to say

• Tickets are handled consistently within SLA with high first-level resolution.
• Customers receive clear, timely and accurate updates.
• Escalations are complete and rarely bounced back for missing information.
• The executive has strong working knowledge of core WMS and OMS workflows and common integrations.
• Recurring issues are flagged early and backed with data.
• Knowledge base articles have been created or improved for common issues.
• The executive works independently and helps newer team members.

Skills and Experience

• 3–5 years of experience in a client-facing technical or product support role, preferably in a B2B SaaS company.
• Good understanding of warehouse, inventory, order management or fulfilment processes.
• Hands-on experience with ticketing tools such as Zendesk, Freshdesk, Jira Service Management or ServiceNow.
• Ability to troubleshoot application issues methodically and identify where a problem sits.
• Basic understanding of APIs, integrations, JSON/XML and data flows.
• Excellent written and verbal communication skills in English, with the ability to explain technical concepts to non-technical users.
• Strong analytical and problem-solving skills.
• Ability to prioritise and manage multiple tickets in a fast-paced environment.
• Willingness to work in rotational shifts and on-call schedules.
• Bachelor’s degree in Computer Science, Information Technology or a related field is preferred.

Preferred Experience

• Experience supporting WMS, OMS, ERP or other supply chain software.
• Experience in e-commerce, retail, logistics, 3PL or fulfilment.
• Exposure to marketplace, e-commerce platform or carrier integrations.
• Familiarity with log analysis or monitoring tools such as Kibana/ELK.
• Experience supporting customers across multiple geographies and time zones.
• ITIL or similar service management certification.
• Exposure to AI-enabled support tools or automation.
• Working knowledge of SQL or the ability to run basic data queries.

Behaviours We Expect

Everyone at Anchanto is expected to operate with high ownership, customer obsession, attention to detail and a learning mindset.

We look for people who solve problems rather than pass them on, use data and facts over assumptions, communicate clearly and honestly, follow through on commitments, stay calm under pressure, and work as one team with colleagues across functions.

What This Role Is Not

To be clear, this role is not

• A call-centre role that only logs and forwards tickets.
• A role that escalates issues without first troubleshooting them.
• A software development or engineering role.
• A role that closes tickets without confirming the customer’s issue is resolved.
• A role that works in isolation from Product, Engineering and Customer Success.

Success Measures

Indicative KPI

What it measures

• SLA adherence
• Percentage of tickets responded to and resolved within SLA
• First response time
• Time taken to acknowledge and respond to customer tickets
• First-level resolution rate
• Percentage of tickets resolved without escalation
• Escalation quality
• Completeness and accuracy of escalations to L3 and Engineering
• Customer satisfaction (CSAT)
• Customer feedback on support interactions
• Ticket reopen rate
• Percentage of tickets reopened after closure
• Backlog health
• Ageing and volume of open tickets owned
• Knowledge contribution
• Knowledge base articles created or improved
• Product feedback
• Quality and relevance of recurring-issue and feature feedback shared
• Customer review call cadence
• Percentage of scheduled weekly/monthly customer calls held on time
• Action item closure
• Percentage of actions agreed in customer calls closed within committed timelines
• Account health
• Customer feedback and satisfaction on assigned accounts

Closing

• At Anchanto, support sits at the centre of customer trust. Our customers depend on our platform to run their warehouses and fulfill their orders every day.
• This role will directly shape that experience—making sure issues are resolved quickly, customers are kept informed, and what we learn from every ticket helps make the product better.
• If you enjoy solving problems, working with customers and learning supply chain technology in depth, this is an opportunity to grow with Anchanto’s WMS and OMS business.