Product Support Specialist (Live Client Support & Ticketing)

Company Overview

At Neo Technologies, we are committed to developing cutting-edge fintech and digital investment solutions that empower people to manage their finances with transparency and foresight. Our platforms revolutionize the way individuals engage with their money, making financial planning both accessible and intuitive.

As a subsidiary of NBK Wealth, the investment arm of the National Bank of Kuwait, we leverage deep financial expertise to deliver impactful solutions. With operations in Kuwait & Beirut, Neo Technologies is at the forefront of shaping the future of finance globally.

Job Overview

We are looking for an experienced Product Support Specialist to be the frontline link between client support and internal teams. Their duties include capturing every production issue, request, or improvement idea, turning it into a crystal Jira ticket, and driving it to closure fast.

The successful candidate will grow and emerge as our company grows! As a Product Support Specialist, your mission is to shorten the time from “Client reports” to “Client confirms fix” while upholding the company’s values. You will be the guardian of our live customer experience. By closing the gap between “it’s broken” and “it’s fixed,” you enable our squads to act fast without sacrificing quality—and you make sure every client feels heard, valued, and supported.

We are looking for someone who is a quick learner, possesses excellent technical and interpersonal skills, as well as being enthusiastic about driving success. If you are that person, we would like to hear from you!

Requirements

Responsibilities

• Monitor all live-support channels (support mail, phone, Slack, Teams) and respond within SLAs.
• Log each bug, incident, or enhancement request in Jira with reproducible steps, context, and impact.
• Verify ticket completeness (DoD, acceptance criteria, attachments) before assigning to the squad.
• Track squad capacity/velocity to flag bottlenecks early.
• Prioritize tickets by severity, user impact, and business risk; escalate showstoppers immediately.
• Maintain a real-time support board and dashboard of live issues, work-in-progress, and resolution ETA.
• Own the release-validation checklist: coordinate QA, UAT, and post-deploy smoke tests with end users.
• Analyze incident patterns and propose preventive or product-level fixes.
• Communicate transparently with developers, PMs, QA, designers, and leadership—tailoring depth to the audience.
• Facilitate quick huddles to unblock ambiguous tickets; push back on unclear scope.
• Publish concise status updates and summaries for C-level and non-technical stakeholders.
• Champion continuous improvement of ticket templates, workflows, and hand-offs.
• Keep reporters updated on progress and next steps; close the feedback loop after deploying.
• Gather qualitative feedback and satisfaction signals when fixes hit live.
• Document in Jira FAQs and known issue lists to reduce repeat queries.
• Monitor system alerts and logs to identify and proactively address product or performance issues.
• Collaborate with customer and operations teams to ensure smooth client experience and accurate issue handling.
• Act as a product expert, maintaining deep understanding of features, workflows, and release changes.
• Analyze recurring issues and collaborate with the product team to suggest enhancements or preventive measures.
• Prepare reports and metrics on support performance, issue trends, and product health.
  

Skills & Qualifications

• Bachelor’s degree in computer science, management IT, business administration, or related fields.
• Proficiency in English
• 2-3 years of experience in product support, customer success, or technical account management within SaaS/Fintech.
• Clear, concise written and verbal communication in English; comfortable briefing C-suite.
• Calm under pressure, decisive in prioritization, relentlessly organized.
• Exposure to CI/CD pipelines and release processes.
• API knowledge, understanding how RESTful APIs work, ability to read logs or payloads, and basic troubleshooting of integration issues.
• Debugging, incident analysis and ability to identify the root cause of product issues using monitoring tools (Datadog, Sentry ..).
• Prioritization skills & ability to assess tickets effectively and escalate issues based on impact.
• Proficiency in ticketing & support tools (Zendesk, JIRA)
• Deep knowledge and understanding of the fintech product’s workflows, user journeys, and edge cases.
• Experience working with distributed, cross-cultural teams.
• Strong active-listening and verbal-communication skills.
• Strong problem-solving skills.

Benefits

• Growth & Learning
• Employee Coaching Programs focused on career growth and wellbeing
• Friendly work environment
• Hybrid work philosophy (in office + remote)
• Medical Insurance
• Bonus Scheme