Product Support Specialist

As a Product Support Specialist, you will be a key escalation point for technical and product-related queries, providing second-line support across multiple channels like phone, email, and internal portals. This role involves troubleshooting software issues, collaborating with engineering and QA, and participating in testing new releases. The specialist will also contribute to workflow improvements and mentoring junior team members, ultimately enhancing product adoption and user experience.

Requirements

• 2+ years of experience in product support, technical support, or a similar role
• Strong troubleshooting skills
• Familiarity with databases, SQL queries, and APIs
• Basic scripting knowledge (e.g., Python, Bash)
• Proficiency in helpdesk and ticketing systems (Zendesk, Jira, ServiceNow)
• Comfortable supporting users via email, phone, and video calls
• Experience deploying services, including Relativity
• Excellent communication and stakeholder management skills

Benefits

• 401k contribution
• Healthcare, Dental plan and Vision insurance
• Life, short-term, and long-term disability insurance
• Loyalty share program