Job Description

Product Support Specialist

What it's like to work here:

What you will get to do:

• Differentiate between, analyze, and troubleshoot user training issues, configuration problems, data quality issues, product defects, and enhancement requests to ensure issues are routed and/or addressed appropriately.
• Classify support issues by severity and business impact; escalate confirmed defects and performance issues to Engineering or Product.
• Reproduce reported issues in a test environment and document findings to accelerate investigations and resolution.
• Keep customers informed throughout issue resolution by providing timely updates, setting expectations, and confirming successful resolution.
• Create and refine the support knowledge base to empower users to resolve issues via self-service.
• Collaborate with Product to improve the platform based on user feedback, ensuring long-term product reliability.
• Help define and refine support processes, ticket taxonomy, and SLAs as processes are established post-launch.
• Track support trends, response quality, resolution drivers, and recurring issue patterns to inform process improvements.
• Support onboarding for new enterprise accounts alongside Customer Support.

What will make you successful:

• At least 2 years in a customer-facing support, customer success, or account support role, ideally for a B2B SaaS product.
• Experience using CRM/ticketing platforms (i.e. Freshdesk, HubSpot, Salesforce, etc.).
• Comfortable interpreting dashboards, reports, and operational data to investigate customer questions and validate expected application behavior.
• Experience supporting enterprise customers.
• Excellent written and verbal communication with the ability to explain technical concepts to non-technical users.
• Strong instinct for asking the right follow-up questions to get to the hear of an issue before looping in other teams.
• Thrives in a fast-paced environment, evolving product environment where processes are still being established.
• Ability to work independently and be self-directed.
• Bachelors degree in Business or related field.
• Must have the current and continuing right to work in the United States of America without restrictions or expirations.

Preferred Qualifications:

• Familiarity with service logistics, supply chain, or field service operations.
• Basic SQL or data analysis skills
• Experience building or maintaining a knowledge base/self-serve support content.
• Prior experience supporting a data or analytics product.