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. 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.

2–4 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.