Product Support Specialist

Job Description

The Product Support Specialist serves as a key member of the Product & Technology team, helping ensure our products, tools, and processes run smoothly. In this role, you'll become a subject matter expert on onPeak's products and internal systems, investigate reported issues, manage product tools, create documentation and training resources, support product launches, and partner closely with Product, Quality Assurance, Development, and other cross-functional teams.

We're looking for someone who is naturally curious, enjoys understanding how software works, and thrives on solving problems. The ideal candidate is analytical, detail-oriented, eager to learn new technologies, and passionate about improving products, processes, and the overall user experience.

Reporting to the Director of Product Management, this role offers an excellent opportunity to build a career in Product. You'll gain hands-on experience with product operations, analytics, tooling, and cross-functional collaboration while developing the skills and product knowledge needed for future growth within Product.

Key Responsibilities

Product Support & Operations

• Become a subject matter expert in onPeak's products and internal systems
• Triage product questions, enhancement requests, and operational issues
• Investigate and reproduce reported software issues, gathering technical details before escalating to Development
• Track issue status, communicate updates, and document recuring issues
• Identify opportunities to improve products, automate manual processes, and increase operational efficiency

Product Tools & Analytics

• Administer and support product tools, including PostHog, Zammad, Google Analytics, Canny, and other platforms
• Create and maintain dashboards, reports, and analytics to measure product usage and feature adoption
• Monitor data quality and analyze trends to provide actionable insights
• Explore opportunities to leverage analytics and AI to improve products, processes, and user experiences

Documentation & Training

• Create and maintain user guides, training materials, release notes, and internal documentation
• Ensure documentation remains accurate, organized, and up to date
• Support internal training initiatives by developing resources that help teams effectively use our products

Quality & Product Delivery

• Assist with user acceptance testing, test planning, and validation of new features
• Document test scenarios, expected system behavior, and acceptance criteria
• Support high-quality product releases

Qualifications

Required

• 1-3 years of experience in product support, business analysis, software support, quality assurance, customer success, or a related field
• Strong troubleshooting, analytical, and problem-solving skills
• Excellent written and verbal communication skills
• Experience investigating issues and documenting findings
• Ability to quickly learn complex software systems and business processes
• Strong organizational skills with exceptional attention to detail
• Ability to manage multiple priorities in a fast-paced environment
• Curiosity, initiative, and a desire to understand how systems work
• Ability to work independently while collaborating effectively across cross-functional team

Preferred

• Experience with one or more of the following:
  • PostHog
  • Google Analytics
  • Zammad or another ticketing platform
  • SQL
  • Jira
  • Figma
  • Confluence
  • AI productivity or analytics tools
• Experience working in an Agile development environment
• Experience working successfully in a remote or distributed team

Work Environment

Our team members are our family, so we help our team members care for their families. The rewards of joining onPeak are extensive. We offer a comprehensive benefits package to all full-time employees. Here are some of the highlights:

• Competitive salaries
• 401K with company match
• Healthcare/vision/dental insurance
• Wellness benefits
• Career development program
• Employee assistance program
• Vacation time
• Community involvement opportunities
• Team activities

And much more ...

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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