Product Support Specialist

Get AI-powered advice on this job and more exclusive features. This range is provided by Liquid Barcodes. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range $70,000.00/yr - $80,000.00/yr About the Company Liquid Barcodes is a leading SaaS technology platform specialising in loyalty and subscription programs for convenience and foodservice retailers. We empower our customers with branded apps and an industry‑leading loyalty platform that drives unmatched customer engagement, maximising sales and profitability. Backed by Private Equity, we are on an exciting scale‑up journey and expanding our US team with a Product Support Specialist who will play a key role in supporting our product operations and ensuring a seamless technical experience for our customers. Role Overview As Product Support Specialist (US) , you will serve as the technical bridge between our Customer Success Managers (CSMs) and engineering teams. You’ll troubleshoot product issues, ensure smooth feature launches, and continuously improve our internal knowledge base. Your mission is to help our customers—and our internal teams—get the most out of the Liquid Barcodes platform. By combining technical curiosity, problem‑solving skills, and clear communication, you’ll be instrumental in raising our support quality and scaling how we deliver value to our customers. You will collaborate closely with Implementation, Customer Success, Product, and Engineering teams. This is a remote position, but you must be based in the U.S. Eastern Time Zone (EST) to align with customer and team schedules. Key Responsibilities Provide real‑time support to CSMs before issues reach developers or the global support team. Reproduce reported issues, review logs, check API calls, and propose quick fixes or workarounds. Gain a deep understanding of product architecture, configuration settings, and upcoming releases. Act as the primary technical contact during new feature rollouts and hypercare periods. Document new product features to boost internal knowledge and customer adoption. Coordinate closely with CSMs and engineers to ensure smooth launches and rapid issue resolution. Knowledge & Scale Capture every resolved issue and solution in a structured internal knowledge base. Contribute to the design and training of an AI‑powered internal assistant to provide instant answers for the CSM team. Develop internal training materials to raise the overall technical depth of the CSM and operations teams. Your Background Education Bachelor’s degree in Engineering or a related technical field, – or equivalent hands‑on experience through bootcamps, certifications, or practical expertise. Work Experience 1–4 years of experience in SaaS technical support, QA, product operations, or a similar role. Exposure to APIs, SQL, or scripting (comfortable running queries or reviewing JSON/XML responses). Familiarity with debugging tools, error logs, or cloud‑based platforms (AWS, GCP, or similar). Soft Skills Strong troubleshooting mindset—you enjoy solving puzzles and finding root causes. Clear communicator who can translate technical findings into plain language for business users. Curious, proactive, and eager to grow into a strategic bridge between product and customer‑facing teams. What We Offer Competitive base salary in the range of $70,000–$80,000 USD gross per year . Comprehensive health benefits, 401(k), and other standard US benefits. Fully remote role with flexibility to collaborate across time zones. A key role in a PE‑backed, rapidly scaling SaaS company shaping the future of loyalty and subscription programs. A collaborative global culture—work alongside teams across Norway, Spain and the US, sharing best practices and driving collective success. #J-18808-Ljbffr