Product Support Specialist II

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

📋 Description

• Act as the primary point of contact for restaurant operators via phone and written communication.

• Address emergencies related to phone outages, reservation-platform API issues, feature requests, and guest experience concerns.

• Resolve issues utilizing known workarounds or provide clear explanations whenever feasible.

• Professionally communicate about anticipated product limitations.

• Clearly document genuine bugs for the Product Engineering team and keep customers updated during the resolution process.

• Convert and relay product issues raised by Sales, CX, Ops, Finance, and other departments into actionable tasks for engineering.

• Recognize recurring issue trends and ensure they are logged as engineering tickets.

• Handle complex customer situations that involve multiple internal stakeholders.

• Independently resolve routine cancellations, phone outage troubleshooting, login issues, and inquiries regarding AI behavior.

• Prioritize urgent matters based on service-level agreements and performance expectations.

• Create clear bug escalations for Engineering that require no further clarification.

• Identify gaps in documentation and assist in addressing them.

• Deliver warm and clear communication to customers, particularly in high-pressure situations.

⛳️ Requirements

• 1–4 years of experience in a customer-facing position such as support, success, service, or a similar role.

• Preferably some exposure to technical or software products.

• A genuine interest in the technical aspects of the product.

• A methodical approach to troubleshooting.

• Proficiency in using data, reviewing logs, and identifying trends.

• Ability to write clearly and warmly while explaining solutions to non-technical restaurant owners.

• Active and genuine use of AI tools in daily tasks.

• Capability to ask questions before advocating and acknowledge better ideas.

• Maintain composure during high ticket volumes and incidents.

• Availability to work some evenings and weekends.

• Experience with similar ticketing, analytics, or support tools is advantageous; however, no prior experience with Pylon, Linear, Slack, Looker, Cekura, Canny, or Claude is required.

🏝️ Benefits

• Equity is included in the offer package.

• Senior-level support is provided throughout the role.

• Remote-first work arrangement.

• Occasional travel to HQ.

• Flexible evening and weekend scheduling as necessitated by remote role requirements.