Senior Product Support Specialist

Job Summary

Working remotely in a full-time capacity, the Senior Product Support Specialist will investigate, triage, and resolve customer-reported issues across Electric's SaaS platform and desktop applications while managing a high volume of support tickets and documenting findings for team knowledge.

Key responsibilities

• Investigate and resolve customer issues using logs and internal tools to determine root causes
• Manage multiple concurrent support cases with disciplined follow-up and documentation
• Escalate complex issues to Senior Specialists or Engineering with clear context and impact summaries

Required qualifications

• 2+ years of experience in technical support or customer support for a SaaS or software product
• Proficient in evaluating browser console logs and application error messages
• Experience working within a ticketing system, preferably Jira Service Management
• Strong written communication skills for explaining technical issues to both customers and engineering teams
• Highly organized with strong time management skills to prioritize urgent tasks effectively