Support Specialist

Support Specialist

We're looking for a Support Specialist to join a growing SaaS team and provide reliable, high-quality support to customers using our software platform.

In this role, you'll be the first point of contact for customers who need help with product features, account questions, technical issues, and troubleshooting. You'll investigate problems, communicate solutions clearly, and work closely with internal teams when an issue requires escalation.

This is a customer-facing role for someone who is technically comfortable, highly organized, and genuinely enjoys helping people solve problems.

Key Responsibilities

• Respond to customer questions and support requests through email, chat, phone, or other support channels
• Troubleshoot product and technical issues and guide customers through solutions
• Investigate issues by gathering relevant information, reproducing problems, and identifying possible causes
• Provide clear, accurate, and easy-to-follow instructions to customers
• Assist customers with product features, account settings, configurations, and general product usage
• Document customer interactions, troubleshooting steps, and resolutions accurately in the support system
• Escalate complex or unresolved technical issues to the appropriate internal teams
• Follow up with customers to ensure issues have been properly resolved
• Identify recurring customer issues and communicate trends or product feedback to internal teams
• Work closely with Product, Engineering, Customer Success, and other teams when necessary
• Stay up to date with product updates, new features, and internal support documentation
• Contribute to improving support processes, knowledge base articles, and customer-facing resources