Technical Product Specialist

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

📋 Description

• Serve as the main technical point of contact between clients and internal teams to identify, triage, and resolve software-related issues.

• Troubleshoot incidents, replicate issues, coordinate solutions with engineering, manage escalations, and monitor the progress of resolutions.

• Develop, update, and present technical documentation, runbooks, and knowledge-base articles.

• Collect and analyze customer feedback and usage data to guide the product roadmap and prioritize feature requests.

• Conduct root-cause analysis and propose long-term solutions to minimize recurring incidents and enhance reliability.

• Engage in release planning and validation, including regression testing and acceptance testing in staging environments.

• Track product health metrics and alerting trends; assist in defining SLAs and operational best practices.

• Advocate for customers internally while aligning with product strategy, scalability, and security considerations.

• Collaborate with Application Support, Implementation, Training, Sales, and Accounting to ensure prompt customer activation.

• Convey Hyphen Solutions' value propositions, product advantages, goals, and objectives to existing customers.

• Write SQL queries to investigate and rectify data issues.

• Participate in the on-call rotation every other weekend as necessary for urgent technical matters.

• Undertake additional tasks as assigned.

⛳️ Requirements

• A Bachelor's degree in Computer Science, Engineering, or Information Systems is preferred, or equivalent practical experience is required.

• A minimum of 3 years of experience in a technical customer-facing role within SaaS or enterprise software.

• Strong troubleshooting abilities across application stacks; familiarity with logs, monitoring tools, and debugging practices.

• Knowledge of APIs, REST/SOAP integrations, SQL/noSQL databases, and cloud platforms such as AWS, Azure, or GCP.

• Exceptional written and verbal communication skills; capable of translating technical concepts for non-technical audiences.

• Proven ability to manage multiple simultaneous technical engagements and prioritize effectively under pressure.

• Experience with Jira or Zendesk and familiarity with customer success frameworks is preferred.

• Relevant cloud platform or product management certifications are preferred.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and career advancement.

• Flexible work environment with remote work options.

• Generous paid time off and holiday policy.