Description
We are seeking a Product Support Specialist to work closely with our enterprise customers and engineers to resolve complex issues. You will help build out systems and processes to manage tasks from report to completion, problem-solve with technical teams, and scale our systems and support processes.
Responsibilities:
- Resolve customer issues using technical expertise and act as primary point of escalation for external support teams.
- Reproduce customer issues, perform initial triage, and file software defects and feedback with Engineering.
- Work cross-functionally across engineering and product to build processes and manage issues.
- Develop deep product and platform expertise, diagnose and prevent recurring issues, and contribute to feedback loops that improve product quality and existing workflows.
- Manage key performance metrics defined within the CX Team.
- Create and maintain internal knowledge libraries and contribute to user-facing content creation.
- Participate in 24/5 shift model and on-call rotation to assist customers outside normal working hours.
Requirements:
- 3-5 years in a support capacity focusing on escalated issues and technical troubleshooting.
- Exceptional problem-solving skills, capable of diagnosing complex technical issues, querying data, and reviewing product logs.
- Proven ability to collaborate with cross-functional partners to drive long-term solutions and ensure customer feedback informs product improvements.
- Proficiency in incorporating AI into day-to-day work.
- Excellent written and verbal communication skills.
- Ability to balance user expectations with policies and compliance boundaries.
Nice to Haves:
- Strong analytical skills with a passion for interpreting data to improve decision-making and outcomes.
- Experience with tools and technologies like Zendesk, SQL databases, APIs, AI tools.