Product Specialist
The Product Specialist will provide customer and product support, investigate and reproduce bugs, create actionable reports, and coordinate resolutions with engineering and product. The role requires 2–4+ years of SaaS support or customer-facing operations experience and five-day-a-week presence in London.
About the job
Responsibilities
- Respond to incoming support tickets and product questions through Pylon, Slack, and email.
- Investigate live issues, reproduce bugs, and gather technical details.
- Create well-scoped bug reports with context, reproduction steps, and priority guidance.
- Partner with engineering and product to coordinate resolutions and track progress.
- Follow up with users when fixes or workarounds are available.
- Maintain documentation, internal tools, and support workflows.
- Identify recurring feedback themes and share insights with product leadership.
Requirements
- 2–4+ years of experience in support engineering, product operations, customer success, customer experience, or customer support at a SaaS company.
- Clear, calm, empathetic communication, especially when customers are blocked.
- Curiosity and resourcefulness when investigating bugs, running tests, and clarifying edge cases.
- Ability to manage rapid context switching, multiple workstreams, and fast response times.
- Ability to balance prompt support with thoughtful root-cause analysis.
- Organized, proactive, and comfortable coordinating across functions.
- Based in or willing to relocate to London.
- Willing to work in person five days per week.
Nice to Have
- Experience in AI, SaaS, or recruiting technology.
- Technical or product management background.
- Experience with Pylon, Paraform, Linear, Notion, HubSpot, or PostHog.
- Ability to write internal documentation, create bug tickets, or automate support triage.
- Experience at an early-stage startup and comfort with fast-paced, ambiguous environments.
Compensation and Benefits
- £75,000–£95,000 annual compensation.
- Meaningful equity.
- Comprehensive healthcare with employer-paid medical coverage for employees and contributions for dependents.
- Dental and vision coverage.
- £2,000 annual wellness stipend.
- Daily meals provided.
- £300/month commuting stipend.
Skills
Pylon, Slack, Linear, Notion, HubSpot, Posthog, Bug Tracking, Root Cause Analysis, Technical Documentation
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