Product Support Specialist - EMEA
Provides deeply technical B2B SaaS support, troubleshooting integrations and complex workflows from initial report through resolution while communicating clearly with customers. The role also contributes to automation and support enablement projects and follows a weekend-inclusive schedule.
About the job
Responsibilities
- Provide complex B2B SaaS support from initial report through resolution.
- Troubleshoot sophisticated integrations, isolate configuration issues, reproduce ambiguous behavior, and guide customers through detailed workflows and best practices.
- Explain technical issues concisely and adapt communication to different audiences.
- Balance investigation, customer communication, and escalation quality in a fast-moving, asynchronous environment.
- Contribute to workflow automation and other projects that improve team cohesion and efficacy.
- Synthesize technical information from Engineering into enablement for the broader Support team.
- Work one weekend day in exchange for a weekday off, following either a Tuesday–Saturday or Sunday–Thursday schedule.
Requirements
- Experience owning complex SaaS troubleshooting through resolution.
- Experience providing B2B support to companies ranging from SMB to enterprise.
- Strong technical reasoning, systematic thinking, communication precision, curiosity, empathy, attention to detail, and ownership.
- Ability to investigate deeply before escalating to Engineering.
Benefits and Compensation
- Salary range: £33,000–£81,500.
- 10-year exercise window for stock options.
- Unlimited PTO.
- Generous equipment, software, and office furniture budget.
- $100/month education budget, with conferences and more expensive items covered with manager approval.
- Twelve weeks of fully paid family leave in the US.
Interview Process
- Intro call with Recruiting — 30 minutes
- Take-home assessment — one week to complete
- Hiring Manager interview — 45 minutes
- Skills Fit interview — 45 minutes
- Team Insights interview and Hiring Manager closing questions — 40 minutes
Skills
SaaS, Troubleshooting, Technical Support, Integrations, Workflow Automation, Configuration Management, Ticketing, Customer Communication
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