Senior Product Support Specialist - B2B Saas
About HG Insights
HG Insights is the pioneer of Revenue Growth Intelligence. For more than a decade, we have delivered comprehensive, AI-driven datasets on B2B buyers, technology adoption, IT spend, and buyer intent, sourced from billions of data points. Today, we are a trusted partner to Fortune 500 technology companies, hyperscalers, and innovative B2B vendors seeking precise go-to-market analytics and decision-making.
Through an evolving suite of AI agents that incorporate first-party data and buyer signals, HG Insights enables AI-powered GTM automation across sales, marketing, RevOps, and data analytics teams, modernizing GTM execution from strategy through activation.
Why this position is mission-critical:
HG Insights has recently brought together multiple companies (including Cloud Dynamics, TrustRadius, and MadKudu), which has increased product complexity and customer expectations across the board. Our support team is at the center of this change, ensuring customers stay confident and successful while our products and processes evolve.
You will build with us the foundations for a single, orchestrating function that routes and resolves all customer requests for HG globally. Joining now means you will work with modern tools, help create new processes, or implement automations that keep the team lean and high-performing.
You will work closely with Engineering, Product, and Customer Success daily, acting as the orchestrator for customer issues across teams. Good collaboration in this role means writing clear, self-contained tickets and runbooks, providing structured handoffs with all necessary context, and keeping stakeholders aligned through concise, timely updates so nothing falls through the cracks.
You will be successful if:
- You create a consistently excellent support experience (SLA, CSAT) for customers by combining product knowledge, empathy, and clear communication, going beyond simply answering the question in the ticket
- You challenge the status quo by spotting patterns, suggesting improvements, and helping the team continuously refine how we work.
- You help build and maintain internal assets (documentation, playbooks, simple automations, AI agent runbooks, etc.) that speed up investigations, improve consistency, and allow the team to scale without adding headcount.
What You'll Be Responsible For:
Support tickets (60%), Continuous improvement (30%), Proactive monitoring (10%)
- As an expert in our products, you review tickets in our support platform (Pylon) to ensure both internal (HG staff) and external (customers) requests are:
- acknowledged within the expected SLA
- updated regularly to keep the customers informed
- escalated or re-routed when appropriate
- You review monitoring alerts and proactively reach out to customers to unblock them in their use of the product or gather product feedback
- You proactively propose quick syncs with our engineering and Customer Success teams to ensure best resolution of more complex issues.
- During platform incidents, you coordinate and contribute to customer-facing communications to ensure clear and timely updates to both internal & external stakeholders
- You actively look for opportunities to improve how we work, based on recurring issues and customer feedback.
- You flag product defects or usability gaps, and help product leaders weigh them against the feature roadmap.
- When issues are not product bugs, you document clear runbooks in Confluence and, where appropriate, design simple automations so they can be handled faster and more consistently (ex: ticket macros, Pylon triggers, Zaps…)
What You’ll Need
We are looking for someone with strong ownership and a proactive mindset, who is as motivated to learn as they are to apply their existing skills.
Required
- You have 2+ years of support experience working in tech or B2B SaaS
- You have Data Analytics experience (either visualize, SQL, Python, etc.)
- You are comfortable working in a hybrid remote setup: minimum 2 days/week at the office. Although you’ll have many colleagues in the Pune office, your manager and team will be based in Paris.
- Your ownership enables you to follow through on commitments and seek help or realignment when needed to keep projects on track.
- You communicate clearly and empathetically with customers and internal teams, keeping everyone aligned and informed
- You are analytical: you can reliably reproduce issues, run structured investigations, and partner with engineers to get to the root cause.
- You are organized: you manage priorities well in a fast-paced environment and always leave clear documentation of what you’ve done
- You are an energetic team player who gives more energy and value to the team than you take
- You are naturally curious, enjoy solving problems, and feel comfortable challenging the status quo with practical suggestions
Desired
- Some background in Sales Tech or MarTech
- Previous experience working with Enterprise or Strategic accounts
- Experience with Automation tools: Whether it’s using Zapier, Make, n8n, coding automation tools, or employing generative AI in systematic ways, you’re skilled at creating efficiency through technology.
- A foundational understanding of machine learning principles and current AI capabilities (we are an AI-first company and try to leverage it in everything we do)
Why you should apply
Opportunities
- Use best-in-class, AI-first support tools like Pylon & Document360
- Work autonomously
- Small team (3 current members + manager), yet several peers in the role to help you
- Hands-on team lead who’s available for your personal growth
- Opportunity to dive deep into complex product-related issues
- Opportunity to experiment with your own improvement ideas & build automations
Perks
- Competitive compensation, yearly bonus, stock options
- The company is profitable and growing at a steady pace yearly (>10% YoY)
- Wellness allowance
- Learning allowance
Interview process
- Recruiter interview
- Interview with your future manager - Support Team Lead
- Work sample interview - with 2 of your future co-workers. The work sample will have to be completed async ahead of the interview
- Fit interview with VP customer Experience (N+2)