Product Support Specialist

Job Summary

Working remotely in a full-time capacity, the Product Support Specialist will serve as the liaison between customers, Product, and Engineering to deliver exceptional support for a new software product, resolving user issues, documenting support patterns, and helping to establish scalable support processes.

Key responsibilities

• Analyze and troubleshoot user training issues, configuration problems, and product defects, ensuring appropriate routing and resolution
• Classify and escalate support issues based on severity and business impact, while keeping customers informed throughout the resolution process
• Create and refine the support knowledge base and collaborate with Product to improve the platform based on user feedback

Required qualifications

• At least 2 years in a customer-facing support, customer success, or account support role, preferably for a B2B SaaS product
• Experience using CRM/ticketing platforms such as Freshdesk, HubSpot, or Salesforce
• Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical users
• Bachelor's degree in Business or a related field
• Must have the current and continuing right to work in the United States without restrictions or expirations