Product Support Specialist

Job Description

Job Description

Build deep product expertise. Solve complex problems. Launch your career in tech.

We're partnering with a fast-growing technology company looking for a Product Support Specialist to become a trusted expert on its B2B SaaS platform.

This isn't a traditional customer support role.

If you enjoy solving complex problems, investigating technical issues, and collaborating with Product and Engineering teams, this is an opportunity to build deep product expertise while helping customers get the most out of a sophisticated software platform.

You'll work directly with business leaders and HR administrators, serving as a trusted advisor and helping them navigate complex product questions and technical challenges. Success in this role requires strong analytical thinking, structured problem-solving, technical curiosity, and the ability to communicate complex concepts in a clear, customer-friendly way.

If you are looking for a launchpad to your career at a high growth technology company, this role is for you.

What You'll Do

• Investigate and resolve complex product and platform issues for B2B customers.

• Analyze system behavior, identify root causes, and collaborate with Engineering and Product on solutions.

• Become a subject matter expert on a highly technical SaaS platform.

• Explain technical concepts clearly to HR administrators, business leaders, and enterprise customers.

• Build strong relationships with customers while serving as a trusted advisor.

• Create documentation and resources that improve the customer experience and reduce support volume.

• Identify recurring trends and recommend long-term product and process improvements.

• Partner cross-functionally with Product, Engineering, Operations, and Sales.

Background we're looking for

• 3+ years of customer-facing operations or technical support experience in a complex B2B environment (such as SaaS, fintech, healthtech, HR technology, or similar industries).

• Experience investigating complex technical or product issues rather than simply routing or escalating tickets.

• Strong written and verbal communication skills with the ability to explain technical information clearly to non-technical audiences.

• Proven ability to manage a high volume of work while maintaining quality.

• Experience partnering with engineering or technical teams to resolve customer-impacting issues.

• Experience managing relationships with business customers.

• Demonstrated ability to become a subject matter expert and handle complex customer escalations.

Preferred Qualifications

• Experience using SQL for data analysis and querying with the ability to interpret

• Datasets.

• Experience supporting HR administrators on payroll deduction reporting and billing reconciliation.

• Experience working in a fast-growing technology company.

• Experience creating customer-facing documentation, help center articles, training materials, or similar self-service resources.