Product Support Engineer

Job Summary

To support the Product Support team, the remote Product Support Engineer will manage escalations from frontline Support, resolve complex technical issues, and provide customer solutions while acting as the Voice of the Customer for Product and Engineering.

Key responsibilities

• Manage escalations from frontline Support and resolve complex technical issues
• Provide direct solutions to customers and serve as a liaison for Product and Engineering teams
• Develop technical documentation, tutorials, and troubleshooting resources

Required qualifications

• 2+ years of technical support experience in a SaaS environment
• Experience with APIs, JSON, SQL, and TCP/IP
• Technical writing experience creating documentation or troubleshooting resources
• Experience with Jira or a similar issue-tracking system
• A customer-focused mindset with a proven track record of problem-solving