Product Support Specialist

Job Summary

A company is looking for a Product Support Specialist - Tier 1 and Tier 2.

Key Responsibilities

• Serve as the primary technical contact for customers, providing expert Tier 1 and Tier 2 support
• Triage, prioritize, and resolve incidents using ServiceNow while meeting service level agreements (SLAs)
• Troubleshoot a wide range of issues across the application and collaborate with the Engineering team for complex issues

Required Qualifications

• 1-4 years of experience in a Technical Support, Helpdesk, or SaaS Application Support role
• Strong hands-on experience with a modern service desk tool like ServiceNow
• Experience supporting cloud-hosted SaaS applications, preferably with Microsoft Azure
• Proven ability to troubleshoot and analyze complex technical problems
• Basic understanding of how web-based applications communicate (HTTP/S, REST APIs, JSON)