Product Support Specialist

Working remotely in a full-time capacity, the Product Support Specialist will serve as the liaison between customers, Product, and Engineering to deliver exceptional support for a new software product, resolving user issues, documenting support patterns, and helping to establish scalable support processes. Key responsibilities Analyze and troubleshoot user training issues, configuration problems, and product defects, ensuring appropriate routing and resolution Classify and escalate support issues based on severity and business impact, while keeping customers informed throughout the resolution process Create and refine the support knowledge base and collaborate with Product to improve the platform based on user feedback Required qualifications At least 2 years in a customer-facing support, customer success, or account support role, preferably for a B2B SaaS product Experience using CRM/ticketing platforms such as Freshdesk, HubSpot, or Salesforce Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical users Bachelor's degree in Business or a related field Must have the current and continuing right to work in the United States without restrictions or expirations