About Us

Every business talks about “better customer conversations.” SaaS Labs builds products that actually make them happen. From JustCall to Callpage to ServiceAgent.ai, we help thousands of businesses communicate better. With 300+ people across India, the US, and beyond, we’re at an inflection point as AI reshapes business communication. Working here means total ownership—moving fast, building big, and seeing real impact. If you’re nodding along, let’s talk.

What is in this role for you

As a Product Support Engineer, you'll be the first point of contact for customers using JustCall, our cloud-based phone system and contact center platform that powers businesses across 70 countries. You will dive into their tech issues and resolve their queries and tickets. In short, you'll be the problem-solving pro and product expert they turn to for help via calls, emails, and chats.

This role is based in Bangalore, and we work in-office 4 days a week because some of the best ideas still happen over coffee and whiteboards

What We’ll Count on You For

• Provide technical support to customers, prospects, and on-trial users via phone, email, and chat.

• Triage, troubleshoot and resolve product-related queries and issues.

• Offer calls proactively; lead live troubleshooting and screen-share sessions with customers when required for faster resolution.

• Escalate complex, recurring, or high-impact issues to SME/Product/Engineering with full context and diagnostics.

• Collaborate with Product, Engineering, Sales, and Customer Success to partner on unblocking the customers.

• Identify product improvements and communicate customer feedback to relevant teams.

• Maintain accurate case notes and ensure updates are communicated to customers throughout the resolution period.

• Follow all SOPs, tagging/taxonomy rules, and compliance guidelines for account access and actions.

• Ensure SLAs are met and productivity and performance KPIs (CSAT, FCR, Internal Quality Score, response time, etc.) are met.

• Proactively identify and flag cases that need escalation or trend analysis.

• Contribute to and improve internal and external documentation (Help Center articles, FAQs, troubleshooting guides).

• Participate in QA/peer reviews and implement feedback to improve response quality.

What’ll Make You a Great Match

• 1-3 year of hands-on experience in product, app, or tech support (chat, email, and voice experience is a must)

• Fluent in English and empathy - can explain tech like you’re talking to a friend.

• Comfortable juggling multiple tickets without breaking a sweat.

• Tech-savvy and curious - APIs, webhooks, CRMs, and tools like Intercom or JIRA don’t scare you

• Problem-solver with EQ - you don’t just fix issues; you make users feel heard

• A bachelor's degree in Information Technology, Computer Science, or related fields is preferred

Because Life’s Too Short For Boring Jobs

• Take time off when you need it. We trust you to manage your energy and schedule responsibly.

• We don’t track hours, just impact. Work when you’re most productive, as long as you show up for your team.

• Competitive pay that reflects your skills, experience, and the value you bring.

• Once a year, we also trade Zoom calls for real hugs and high-fives, gathering somewhere nice and sunnyt to connect, recharge, and celebrate.

• Comprehensive physical and mental health coverage for you, your partner, and your family, because care shouldn’t come with fine print.

SaaS Labs takes pride in being an equal opportunity employer. We believe diverse teams build better products, which is why we're committed to taking hiring or any employment decision regardless of race, color, religion, national origin, age, sex, marital status, ancestry, disability, genetic information, veteran status, gender identity, sexual orientation, or any other characteristic.

Curious about what we're building? Follow us on LinkedIn to be the first to know!