Product Support Executive

About the job

Summary:

tapmad is looking for a Product Support Executive to serve as the key link between cross-functional teams primarily Customer Support and Data teams, and our Product/Engineering teams. In this role, you will ensure that user-reported issues are properly tracked, prioritized, and managed through to resolution, while also ensuring that the data teams relying on our pipelines continue to receive consistent, discrepancy-free data. You will be the single point of contact for all escalations, responsible for driving timely communication across stakeholders and reporting issues to the Product and Development teams for resolution. This is a high-ownership, coordination-heavy role ideal for someone early in their career who is detail-oriented, proactive, and thrives in an environment where follow-through and ownership matter.

Key Responsibilities:

•Coordinate with the Customer Support team to gather daily customer issues and complaints

•Consolidate and document issues in a structured format (e.g., Jira tickets, reports)

•Communicate with Internal & External teams for Issues reporting & resolutions

•Clearly articulate issues for Product and Technical teams with all required details

•Track issues end-to-end and follow up with internal teams until resolution

•Maintain a centralized tracker/dashboard for all ongoing issues

•Act as the single point of contact (SPOC) for issue status and updates

•Provide regular updates to stakeholders on progress and resolution timelines

•Identify repeated or high-impact issues and escalate accordingly

•Ensure proper documentation of resolved issues and learnings

Requirements:

•Bachelors in CS, SE or related field

•2–3 years of Product Support Experience

•Strong communication and coordination skills

•Good attention to detail and documentation skills

•Good understanding of digital products / apps / platforms

•Familiarity with tools like Excel, Google Sheets, Jira etc

•Ability to manage multiple tasks and follow through consistently.