Product Support Engineer

Quick Highlights

• Role: Join Richpanel and help scale our customer support for an AI-first Customer Service Platform disrupting the $400B BPO market
• Reports to: CEO
• Stage: Team of 20. Primarily based in Bangalore, India. We have couple team members in USA and Europe
• Growth: Raised seed round from Sequoia and profitable with over 2,000 US-based brands
• Location: In-office. Bangalore, India.
• Shift Schedule: Rotating shifts with 2 days off per week (can be any day)
• USA Shift: 7:30 PM–4:30 AM
• AUS Shift: 6:00 AM–3:00 PM
• India Shift: 12:00 PM–9:00 PM
• Compensation:
• INR 20-30 LPA (70% fixed, 30% performance pay tied to customer satisfaction and team KPIs)
• Team: You'll be part of our technical support team providing 24x7 coverage
• Why now: Our customer base has grown significantly, and we need exceptional support engineers to provide world-class support while building our knowledge base and driving proactive customer success. We're at an inflection point in our journey—this is a perfect opportunity for naturally curious people who love exploring new tech products. You'll do what you love, earn competitive compensation, enjoy significant autonomy, and work alongside talented, supportive colleagues.

About the Role

As a Product Support Engineer at Richpanel, you'll be the technical expert helping our customers succeed with our platform. Our product is re-inventing customer service through AI, and we need support engineers who can master complex technical concepts while delivering exceptional customer experiences.

You'd be a fit if...

• Technical Support Experience: 2+ years handling complex B2B SaaS support
• Problem-Solving: You excel at diagnosing and resolving technical issues systematically
• Documentation Skills: You can create clear, comprehensive technical documentation
• Product Mastery: You have a track record of quickly learning complex products (100+ features, use cases, integrations)
• Self-Driven: You thrive in fast-paced environments and take ownership of customer issues
• Communication: You can explain technical concepts clearly to non-technical users
• Proactive Mindset: You identify patterns in support issues and take initiative to prevent future problems

Key Responsibilities

• Provide exceptional technical support via live chat
• Create 10 knowledge base articles monthly addressing common issues
• Conduct 10 proactive account health reviews monthly
• Maintain high customer satisfaction scores (90%+)
• Master our product features, use cases, and integrations
• Identify and escalate product issues to engineering team
• Collaborate with team members across different time zones

What Success Looks Like

• Maintain 90%+ CSAT score
• Achieve 80%+ first contact resolution rate
• Average first response time under 5 minutes
• Complete product knowledge certification within 3 months
• Consistently meet article creation and account review targets
• Identify and document 5+ product improvement suggestions monthly

Why Join Our Support Team

• High-Impact Role: Direct influence on customer satisfaction and product adoption
• Growth Opportunity: Learn from a rapidly scaling product with complex use cases
• Technical Challenge: Master a sophisticated B2B SaaS platform
• Career Development: Opportunity to grow into senior technical or leadership roles
• Collaborative Environment: Work closely with product and engineering teams

Why work at Richpanel

• Opportunity for Impact: If you want to make a significant impact at a high-stakes startup and have a front-row seat to rapid growth, this is the place for you.
• Autonomy: You are your own boss and will be given a ton of autonomy and freedom to execute. We have a huge budget for marketing which you’ll own.
• Fun & motivated co-workers: One of the best things about working at Richpanel is the team. We hire driven, down-to-earth, and kind people. You'll make some of your best friends here, and they'll encourage you to be your best self.
• Wealth creation: We are already generating a few millions in ARR, are profitable, and have turned down a Series A offer. Our mission is to create opportunities for our team members to build long-term wealth by awarding them ESOPs at fair valuations with significant upside potential.
• Great office: We designed our office with care and attention to detail. It's a stylish space in one of the most vibrant neighborhoods in Koramangala, Bangalore.

Our Core Values

We look for and nurture these values in every team member:

• Customer obsession: Always do what's right for the customer. Don’t be pushy. Sell the way you’d like to be sold to.
• Curiosity:
• We value individuals who are passionate about their field and eager to learn and grow.
• We value those who stay current with industry trends and continuously improve their skills.
• We value people who ask thoughtful questions and challenge existing norms.
• We are wary of individuals whose skills or mindset have become stagnant.
• Drive:
• We value people who are self-motivated and push through challenges to achieve results.
• We value individuals with a track record of consistent achievement.
• We value those who see this job as a pivotal opportunity to succeed in their career.
• We are cautious of individuals from highly successful companies who may not have faced real challenges.
• Ethics:
• We value people who consistently do the right thing, even when it's difficult.
• We value honesty and integrity in all interactions.
• We value individuals who demonstrate transparency and accountability.
• We prioritize those who put customer interests first and take ownership of their actions.

Perks and benefits

• 25 paid days off annually.
• Annual offsite & quarterly outings. We pay for travel, stay, everything.
• Learning & development allowance.

Interview Process

We aim to complete the interview process within two weeks:

1. Initial screening call (Experience and technical background discussion)
2. Technical assessment (Product knowledge and problem-solving evaluation)
3. Mock support session (Communication and troubleshooting skills assessment)
4. Final round with Head of Support and key stakeholders

To apply:

Send an email to amit@richpanel.com with the subject line: [your name] x Product Support Engineer at Richpanel

And send a response to these 5 questions:

1. Tell me about the most complex technical issue you've solved. Walk me through your troubleshooting process and how many customers were impacted by your solution.
2. What customer support metrics were you responsible for in your last role, and what was your best month's performance vs team average?
3. Tell me about a time when you noticed a pattern in customer issues and took initiative to prevent future problems. What was the outcome?
4. What's the largest number of concurrent technical support conversations you've handled while maintaining quality? How did you manage this?
5. In your current role, what aspect of the product did customers find most complex, and how did you make it easier for them to understand?