Product Support Specialist

Job Summary

To support a growing Customer Support organization, the full-time remote Product Support Specialist will perform in-depth functional analysis, manage customer escalations, and maintain accurate incident records while ensuring customer satisfaction.

Key Responsibilities

• Perform in-depth functional analysis and issue reproduction, leveraging logs, monitoring tools, and SQL as needed
• Handle critical customer incidents promptly and effectively, ensuring SLA commitments are met
• Interface with Engineering teams to coordinate diagnosis and delivery of fixes for complex incidents

Required Qualifications

• Bachelor's degree in Computer Science, Information Systems, or a related IT field, or equivalent experience
• Minimum 2 years of experience in Level 2 Customer Support in SaaS and/or On-Prem environments
• Proven ability to manage complex customer situations, including sensitive or critical cases
• Good working knowledge of databases and SQL
• Familiarity with case tracking tools such as Zendesk or Jira