Product Support Specialist
Own complex technical user issues and lead improvements across product support operations, partnering with Engineering, Product, and Operations. The role requires 5+ years of technical customer-facing support experience, SQL and API expertise, and strong project and stakeholder management skills.
About the job
Responsibilities
- Analyze and troubleshoot complex technical issues through direct user interaction via email and phone, using SQL to extract and interpret data and API documentation to diagnose problems.
- Build product and platform expertise while partnering with Engineering, Product, and Operations to resolve user issues.
- Optimize and scale support processes to improve efficiency and user experience using data-driven insights and metrics.
- Lead continuous improvement initiatives targeting Consumer Satisfaction (CSAT), Contact Rate, and Service Level Agreement (SLA) compliance.
- Create and refine documentation that enables users to resolve issues through self-service.
- Advocate with Product and Engineering for platform improvements based on user feedback.
- Lead cross-functional projects to identify process inefficiencies and implement long-term solutions.
- Develop innovative user-support strategies and operational processes.
Requirements
- 5+ years of experience in a customer-facing product support role focused on technical troubleshooting.
- Proficiency in SQL for data analysis and querying, including dataset interpretation.
- Experience working with APIs.
- Exceptional problem-solving skills and ability to drive complex issues to resolution.
- Stakeholder management experience, including influencing cross-functional teams and driving progress.
- Project management experience, particularly in process, workflow, or support-operations optimization.
- Willingness to work occasional weekends and holidays with compensatory time off.
Preferred Qualifications
- Strong analytical skills and interest in using data to improve decisions and outcomes.
- Ability to explain technical concepts to technical and non-technical stakeholders.
- Comfort working in technical environments and diagnosing highly technical user issues.
Skills
SQL, APIs, Data Analysis, Troubleshooting, Project Management, Stakeholder Management, Process Optimization, Technical Documentation, Cross-Functional Collaboration
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