Product Support Specialist

Responsibilities

Product Expertise

• Serve as an internal expert on the Blink product and answer complex product questions.
• Specialize in a product domain and collaborate closely with the relevant Product Manager.
• Identify product improvements that reduce support requests or enhance user experience.
• Contribute to roadmap prioritization and proactively update documentation, help articles, and internal knowledge resources.
• Conduct internal and external feature enablement sessions.

Technical Support

• Deliver customer-centric product and technical support to end users, customers, and internal stakeholders.
• Manage technical support tickets from triage through resolution, troubleshooting issues, managing expectations, and meeting agreed SLAs.
• Help internal teams resolve technical product queries, manage escalations, and develop scalable solutions that prevent recurrence.

Resolution and Escalation

• Partner with the rapid response engineering team to independently resolve more issues.
• Use APIs and other tools to make updates in back-end systems.
• Escalate requests to the appropriate team when necessary, ensuring prioritization and accountability.
• Provide regular customer updates in accordance with SLAs.

Customer Enablement and Automation

• Identify ticket trends that indicate opportunities for documentation improvements, ticketing enhancements, or automation.
• Create self-service resources such as training videos, in-app help, and AI-powered automation flows.

Requirements

• Experience as a Product Support Specialist at a software vendor or in a business applications team, as a Technical Support Analyst in a SaaS company, or in a technically oriented internal communications role.
• Ability to work independently and collaborate effectively.
• Clear written communication for non-technical audiences, including knowledge-base articles, release notes, and internal updates.
• Strong project management and prioritization skills.
• General technical knowledge and an ability to learn new software quickly.
• Proactive communication about issues and important updates.

Nice to Have

• Experience with internal communications or intranet tools.
• Experience working in an international, asynchronous team.
• Familiarity with HTML, CSS, SQL, APIs, or data integrations.
• Experience using AI tools for support or communications workflows.
• French, German, or Spanish language skills.

Compensation and Benefits

• Salary: $65,000–$75,000 per year.
• Equity allocation.
• 20 days of leave plus public holidays.
• 401(k) plan.
• Medical, dental, and vision coverage.
• Enhanced parental leave.
• Additional time off between Christmas and New Year.
• Professional growth and learning opportunities.
• Social events.