Product Support Specialist

Our clients run their businesses on software we build for them. When something doesn't work the way they expect — or when they're not sure how to do something — they reach out. You're the person who responds. This isn't a script-and-ticket operation. The clients are real businesses with real questions, and the answers sometimes require you to dig into a workflow, reproduce a problem, or coordinate with the development team. Good judgment matters more than a playbook. What you'll be doing Responding to client questions across their active projects — over email, and occasionally by phone or video Triaging incoming issues: diagnosing what's actually happening, gathering the right context, and routing anything that needs engineering attention Documenting recurring issues and user questions to inform product improvements Building and maintaining client-facing support documentation for the products you support Staying current on the products you support — you'll be expected to actually use them What we're looking for You communicate clearly in writing. Not performatively — just clearly. You can take a vague client message ("it's not working"), figure out what they mean, and either resolve it or get it to the right person without making the client feel like a burden. Some technical literacy is helpful. You don't need to read code, but you should be comfortable with software products at a level deeper than a casual user. Qualifications 1–3 years of experience in customer support, client services, or a similar role Strong written communication skills with a focus on clarity and tone Ability to diagnose issues from incomplete or ambiguous information Comfortable working with software products and learning new systems quickly Organized and responsive — able to manage multiple conversations without dropping context Experience triaging issues and coordinating with technical teams High attention to detail when documenting issues and workflows Nice to Have Experience supporting SaaS products or internal business tools Familiarity with ticketing systems or support platforms (e.g., Zendesk, Intercom) Basic understanding of APIs, integrations, or how web applications work Experience writing help docs, FAQs, or knowledge base content Exposure to product feedback loops or working closely with engineering teams What it looks like day to day You'll work closely with both the client and the development team. On a given day that might mean walking a client through a workflow in the morning and writing up a bug report for engineering in the afternoon. The role has room to grow — toward client success, product management, or both — depending on where your strengths take you. Other open roles Legal Intern April 20, 2026 We build software that handles sensitive data, customer contracts, and compliance-heavy workflows. We need someone who understands what that means legally — and can work directly alongside the people building it. Read more Birmingham, AL View phone number on click.appcast.io View email address on click.appcast.io #J-18808-Ljbffr Glacier Development Group