Product Support Specialist

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

📋 Description

• Oversee multiple customer issues concurrently while maintaining a balance of speed, accuracy, and empathy, primarily through live chat within the app.

• Operate within Service Level Agreements (SLA), severity, escalation, and customer-impact guidelines.

• Delve deeply into the product: reproduce issues, analyze data, manage imports/exports, workflows, and application configurations, and identify the root cause before providing a response.

• Submit clear reproduction steps, business impact, screenshots, logs, and supporting details when escalating confirmed bugs to the Engineering team.

• Identify recurring ticket trends and translate them into enhancements for the knowledge base, reusable responses, product insights, or opportunities for ticket deflection.

• Engage with customers during urgent, ambiguous, or high-stress situations while maintaining composure, professionalism, and a focus on solutions.

• Exhibit sound judgment in handling sensitive customer data, screenshots, logs, account details, and confidential information.

• Keep up-to-date with product releases, known issues, customer workflows, and support best practices across both platforms.

⛳️ Requirements

• Minimum of 3 years' experience in SaaS product support, technical support, or a related customer-facing support position.

• Proven ability to manage a high volume of support tickets in a queue-based setting.

• Strong troubleshooting abilities — adept at investigating, documenting, and resolving new issues while determining root causes.

• Exceptional written communication skills; capable of simplifying complex technical topics into clear, straightforward explanations.

• Strong judgment related to prioritization, escalation, urgency, and customer impact.

• Experience with ticketing systems, knowledge-base tools, CRM systems, or support platforms.

• High emotional intelligence with the capacity to express empathy during support interactions.

• Ability to create and maintain clear documentation, support notes, and reusable knowledge content.

• Comfortable working remotely with strong self-management, accountability, and follow-through.

• Inquisitive, resourceful, and eager to learn about new products, systems, workflows, and tools.

• Positive and collaborative mindset with a strong desire to assist customers and support team members in achieving success.

🏝️ Benefits

• Comprehensive health, dental, and vision coverage

• Flexible PTO

• Remote-first with home office stipend

• 401(k) with company match

• Professional development support