Lead Product Support Specialist

Job Summary

To enhance the quality and responsiveness of client-facing product support, the full-time Lead Product Support Specialist will assist in improving support workflows, technical triage, and user issue resolution while fostering a positive user experience in a hybrid work environment.

Key responsibilities

• Assist in strengthening the product support and customer experience operating model, including triage and issue resolution workflows
• Support timely diagnosis and resolution of production issues related to product behavior, data quality, and system performance
• Champion user experience by providing clear communication and empathetic support during urgent and high-pressure situations

Required qualifications

• 7+ years of experience in product support, technical support, or related functions supporting software and data products
• Strong technical curiosity with the ability to diagnose complex issues across various product and data layers
• Experience with support platforms such as Zendesk or Jira Service Management
• Ability to communicate effectively with both technical and non-technical stakeholders
• Familiarity with support operations metrics and experience identifying recurring issue patterns for process improvements