Product Support Specialist

Requirements Experience in a SaaS product support, CX, or technical support role Strong problem-solving and analytical skills Ability to explain technical concepts to non-technical users Excellent written and verbal communication skills Comfortable working with ticketing systems and support tools A customer-first mindset with attention to detail Experience supporting B2B SaaS products Experience working cross-functionally with Engineering or Product teams (Desirable) Knowledge of HRIS, workflows, or enterprise software (if applicable) Requirements are often considered a measure of how equipped you are to do the job, but sometimes, they aren’t the only factor. If you don’t have nearly enough experience, or not all the skills, we’d still like to hear from you. This could be the perfect fit for you and us What the job involves As a Product Support Specialist, you are the frontline expert helping customers successfully use our product You’ll combine product knowledge, troubleshooting skills, and clear communication to resolve customer issues, guide users through workflows, and ensure a positive experience You’ll work closely with cross-functional teams to elevate issues, share customer feedback, and continuously improve support processes Provide timely, accurate support to customers via chat, email, and other channels Troubleshoot product issues, configuration questions, and integrations Investigate reported issues and determine root causes or appropriate next steps Clearly communicate solutions and expectations to customers Escalate complex or high-impact issues with clear context and documentation Collaborate with Product, Engineering, and Customer Success teams Contribute to internal documentation, FAQs, and knowledge bases Identify recurring issues and share insights to improve product stability and usability #J-18808-Ljbffr HiBob