Product Support Specialist

DigiExpress is a forward-thinking logistics company dedicated to pushing the boundaries of technology. We are looking for a Product Support Specialist to join our dynamic team. If you are eager to work in a fast-paced, product-driven environment and contribute to continuous improvement, we would love to hear from you.

Responsibilities

• Receive, analyze, prioritize, and manage reported product issues from internal users and operational teams.
• Troubleshoot, diagnose, and resolve application, system, and performance-related issues in a timely and structured manner.
• Perform issue triage, incident tracking, and support escalation processes to minimize disruption to business operations.
• Collaborate closely with Product, Technology, and QA teams to identify bugs, performance gaps, and root causes of issues.
• Assist in root cause analysis and support the implementation of corrective actions to prevent recurring problems.
• Support QA and Product teams during product releases, feature rollouts, and system updates.
• Monitor product performance and operational issues, identify recurring patterns, and report findings and improvement opportunities.
• Document and categorize reported issues to improve response efficiency and maintain an accurate knowledge base.
• Develop and update support documentation, FAQs, and internal user guides.
• Provide technical support and guidance to internal users to ensure correct and efficient product usage.
• Effectively use Google Workspace tools (e.g., Google Docs, Sheets, Drive, and Calendar) for documentation, reporting, issue tracking, and cross-team coordination.
• Communicate effectively between business/operations and technical teams through clear documentation and reporting.
• Proactively identify potential risks, system weaknesses, or process gaps and escalate them to relevant stakeholders.

Qualifications

• Bachelor’s degree in Computer Engineering, Software Engineering, or a related technical field.
• 2 years of experience in Product Support, QA, Technical Support, or similar roles in product-based environments.
• Experience in application performance monitoring, user support, and issue triage in complex systems.
• Familiarity with issue tracking tools such as JIRA or similar platforms.
• Experience with ticketing systems and customer support tools.
• Basic to intermediate understanding of QA processes, software debugging practices, and release cycles.
• Ability to work with system logs, APIs, and databases for analysis and troubleshooting.
• Proficiency in SQL or other database query tools is a plus.
• Understanding of product lifecycle concepts and experience working in cross-functional teams.
• Strong analytical skills with attention to detail.
• Knowledge and ability to work with Google Workspace for documentation, data management, and team communication.
• Good communication and collaboration skills, especially with Product, Technology, and Operations teams.
• Problem-solving mindset with a sense of responsibility and ownership over assigned tasks.
• Ability to manage multiple issues simultaneously in a fast-paced environment.
• Proactive, adaptable, and eager to learn with a continuous improvement mindset.