Product Support Specialist

Job Description

Responsibilities

• Act as the first line of support on product-related queries via chat, responding with empathy, clarity, and efficiency to resolve issues quickly.
• Document bug reports, review logs, and identify recurring issues; collaborate closely with Product Engineering to escalate and track resolution without the need for direct debugging or code fixes.
• Perform pre-release QA checks to ensure you are up to date.
• Own and update the knowledge base, including creating help centre articles that simplify complex topics for our customers.
• Create videos and own communication on new feature releases and get our users excited about new functionalities
• Continuously refine support processes to optimize customer experiences and improve efficiency.
• Serve as the technical product expert, training Customer Success Managers on product features and common troubleshooting methods to help them handle customer inquiries effectively.
• 1-4 years of customer-facing experience in technical support or similar roles in a SaaS company
• Familiarity with cloud platforms (AWS, Google Cloud, Microsoft Azure), APIs and a good understanding of support tools like Zendesk/Intercom.
• You should be capable of extracting information and analyzing data using SQL in your day-to-day work.
• Skilled at analyzing issues and collaborating with engineering teams to solve complex technical problems without hands-on coding.
• Exceptional written and verbal communication in English, comfortable in customer chat interactions and in crafting detailed knowledge base articles.
• Driven to take full ownership of customer issues from identification to resolution, including documentation.
• Enthusiastic about working in a fast-paced startup environment, quick to learn, and proactive in adopting new tools and technologies.

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