Senior Product Support Specialist

This is a fully remote position, open to applicants in Arizona, +20 more states.

📋 Description

• Investigate, triage, and resolve issues reported by customers on Electric's SaaS platform and desktop applications.

• Manage a high volume of simultaneous cases while ensuring disciplined follow-up.

• Reproduce and document product bugs with sufficient technical detail.

• Analyze browser console logs, network requests, and application errors.

• Escalate complex or unresolved issues to Senior Specialists or the Engineering team.

• Complete technical tasks assigned by Customer Success Managers.

• Contribute to both internal and external knowledge base articles.

• Identify and highlight patterns in customer issues for Support leadership.

• Collaborate across teams — Customer Success, Product, and Engineering.

⛳️ Requirements

• Minimum of 2 years of experience in technical support or customer support for a SaaS or software product.

• Proficient in evaluating browser console logs, HTTP errors, and application error messages.

• Experienced in using a ticketing system, preferably Jira Service Management.

• Strong written communication skills.

• Detail-oriented and methodical in approach.

• Capable of working independently using documentation, internal tools, and error outputs.

• Highly organized with effective time management skills.

🏝️ Benefits

• Flexible and generous paid time off (PTO).

• Mental Wellness Days.

• Volunteer Days.

• Comprehensive Medical, Vision, Dental, and Orthodontia coverage.

• 401k plan.

• Employee Stock Option Program (ESOP).

• Kindbody Membership for Family Planning.

• Pre-tax commuter benefits.

• Generous parental leave.

• Paid medical, family, and military leave.

• Short and long-term disability coverage.

• Employee Assistance Programs.

• Life insurance funded by Electric.

• Opportunities for training and career growth.

• Exciting team-building events!