Senior Product Support Specialist

Job Summary

Focused on stakeholder management, the full-time Senior Product Support Specialist will perform in-depth functional analysis and issue resolution, manage critical customer incidents, and maintain customer relationships while working remotely.

Key responsibilities

• Perform in-depth functional analysis and issue reproduction, ensuring customer satisfaction through effective resolution action plans
• Handle critical customer incidents and manage escalations while maintaining SLA commitments
• Interface with Engineering teams to coordinate fixes for complex incidents and contribute to the internal knowledge base

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