# Product Support Specialist

**Company:** [Blink](https://hotfix.jobs/companies/blink)
**Location:** Boston, MA
**Role:** Support Engineering
**Salary:** $65k – $75k/yr
**Skills:** SaaS, Technical Support, Project Management, HTML, CSS, SQL, APIs, Data Integrations, AI Tools
**Posted:** 2026-08-28

> Provides product and technical support for Blink customers and internal teams, troubleshooting issues, managing escalations, and improving self-service resources. The role requires clear communication, strong prioritization, general technical knowledge, and an empathetic customer-focused approach.

## Job Description

## 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.

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