Product Support Specialist

Job Summary

Serving as a critical point of contact for customers, the full-time remote Product Support Specialist will diagnose and resolve product-related issues, manage customer inquiries, and collaborate with internal teams to enhance product adoption and support experience.

Key responsibilities

• Diagnose, troubleshoot, and resolve technical and functional issues related to the supplier.io platform while managing a queue of open cases
• Guide customers through product features and configurations to maximize platform adoption and value realization
• Create and maintain high-quality support documentation, including FAQs and troubleshooting guides, while contributing to process improvements

Required qualifications

• 4-6 years of experience in product support, technical support, or customer success within a SaaS or enterprise software environment
• Proficiency in SQL for querying databases and familiarity with REST APIs and API testing tools such as Postman
• Experience with CRM and ticketing systems like Salesforce, Zendesk, or Jira Service Management
• Strong analytical and problem-solving skills with the ability to manage multiple cases simultaneously
• Excellent written and verbal communication skills in English, with a focus on simplifying technical information for non-technical audiences