Product Support Specialist
Job Summary
Seeking a skilled and customer-focused Product Support Specialist, the full-time remote position will manage customer support and issue resolution, handle critical incidents, and collaborate with engineering teams to ensure customer satisfaction and effective problem resolution.
Key responsibilities
- Perform in-depth functional analysis and issue reproduction, driving resolution action plans to case closure
- Handle critical customer incidents and manage escalations while 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
Complete Job Description
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