Product Support Specialist

Job Summary

A company is looking for a Product Support Technical Specialist.

Key Responsibilities

• Own initial triage of Service Requests (SRs), validate inputs, and resolve simpler SRs
• Monitor SLAs, manage SR backlog, and improve workflow processes
• Coordinate communication between Product Support, Engineering, and stakeholders, providing status updates and managing expectations

Required Qualifications

• 2 to 4 years of experience in technical customer service or support operations, preferably in a B2B SaaS environment
• Experience with enterprise-level ticketing systems and adherence to SLAs
• Ability to analyze operational data and identify inefficiencies in support workflows
• Proven skill in triaging high volumes of incoming issues accurately
• Experience in managing deliverables for cross-functional teams and advocating for customer needs