Product Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Differentiate, analyze, and resolve user training challenges, configuration issues, data quality concerns, product defects, and enhancement requests.

• Categorize support issues based on severity and business impact.

• Forward confirmed defects and performance issues to the Engineering or Product teams.

• Reproduce reported issues in a testing environment and document the findings.

• Keep customers updated throughout the issue resolution process, set expectations, and ensure successful resolution.

• Develop and enhance the support knowledge base for self-service issue resolution.

• Partner with the Product team to enhance the platform based on user feedback.

• Define and refine support processes, ticket classification, and SLAs after launch.

• Monitor support trends, response quality, resolution drivers, and patterns of recurring issues.

• Assist in onboarding new enterprise accounts in collaboration with Customer Support.

• Act as a liaison between customers, Product, Engineering, and Customer Care for a software product set to launch in early 2027.

⛳️ Requirements

• Minimum of 2 years in a customer-facing support, customer success, or account support position, preferably for a B2B SaaS product.

• Proficiency in using CRM/ticketing platforms such as Freshdesk, HubSpot, or Salesforce.

• Capability to interpret dashboards, reports, and operational data.

• Experience in supporting enterprise customers.

• Exceptional written and verbal communication skills; ability to convey technical concepts to non-technical users.

• Aptitude for asking effective follow-up questions to diagnose issues.

• Capacity to thrive in a fast-paced, evolving product environment.

• Ability to work independently and demonstrate self-direction.

• Bachelor’s degree in Business or a related field.

• Must possess the current and ongoing right to work in the United States of America without restrictions or expiration.

• Familiarity with service logistics, supply chain, or field service operations.

• Basic SQL or data analysis skills.

• Experience in creating or maintaining a knowledge base or self-service support content.

• Previous experience in supporting a data or analytics product.

🏝️ Benefits

• Supportive and collaborative work environment.

• Opportunities for initiative and professional development.

• Chance to build processes and a scalable support operation from the ground up.