Product Support Specialist
Skills
- Experience supporting a SaaS product in a technical support or customer-facing role
- Strong technical troubleshooting aptitude and ability to learn new systems quickly
- Proven ability to handle escalated tickets and drive timely resolutions
- Clear, empathetic written and verbal communication skills
- Comfort working autonomously in a fast-paced, remote-first environment
Responsibilities
- Deliver empathetic, knowledgeable support for complex product issues and meet ticket handling SLAs
- Troubleshoot technical problems, reproduce issues, and document detailed bug reports for Product and Engineering
- Join customer calls for live troubleshooting and own escalations through to resolution
- Aggregate recurring customer pain points and enhancement requests; share actionable insights with product and design teams
- Create, update, and maintain a robust knowledge base and self-service documentation to drive ticket deflection
- Participate in on-call rotations and provide high-quality support outside regular business hours as scheduled
Education
- Bachelor's degree or equivalent work experience preferred
- Relevant technical certifications or coursework a plus
Benefits
- Competitive base salary within listed range plus stock options/equity
- Full-time W-2 status with standard employee benefits (health, dental, vision) — specifics vary by location
- Remote-first work environment with flexible shift scheduling
- Paid time off and company holidays
- Professional development and opportunities to influence product roadmap
Average salary estimate
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