Product Support Specialist

Responsibilities Reproduce reported issues, gather logs and context, and file clean, actionable bug reports. Own escalated tickets that Support agents can't resolve, scheduling calls with customers as needed. Feed insights back into the product roadmap by spotting recurring friction, unmet needs, and opportunities to ship something better. Own detail-oriented product workstreams, including managing a library of educational standards. Contribute to public-facing help center, including writing new articles, refreshing outdated ones, and identifying gaps based on ticket trends and product launches. Requirements 2–4 years in a customer-facing technical support, product support, or product operations role at a K-12 EdTech company. Strong technical aptitude: comfortable with browser dev tools, reading logs, basic SQL or query tools, and reproducing issues across environments. A product mindset: you think in terms of root causes, patterns, and systems, not just one-off ticket resolution. Exceptional attention to detail: you see the signal in the noise, whether that's a recurring issue across tickets or a single bad row in a bulk import. Ability to work independently, prioritize against shifting inputs, and handle customer and account data with discretion. #J-18808-Ljbffr