Product Support Specialist - APAC

Responsibilities

• Provide technically deep, thoughtful support to customers across the APAC region.
• Troubleshoot complex SaaS issues from initial report through resolution, including isolating configuration issues and reproducing ambiguous behavior.
• Guide customers through detailed workflows and product best practices.
• Communicate technical issues clearly and concisely to different audiences.
• Balance investigation, customer communication, and escalation quality in a fast-moving environment.
• Work one weekend day in exchange for a weekday off, following either a Tuesday–Saturday or Sunday–Thursday schedule.
• Participate in a day shift, with occasional schedule adjustments for holidays or business needs.
• Create enablement materials from technical work produced by the Engineering Team.
• Develop workflow automation to improve team cohesion and efficacy.

Requirements

• Experience owning complex SaaS troubleshooting from first report through resolution.
• Strong systematic thinking, technical reasoning, written communication, and ownership in asynchronous environments.
• Curiosity and a willingness to investigate beyond surface-level symptoms.
• Keen attention to detail, empathy, and a customer-focused approach.
• Ability to work across investigation, customer communication, and escalation.
• Experience providing B2B support across company sizes, from SMB to enterprise.
• Comfort supporting a broad, complex, and rapidly evolving product.

Benefits

• 10-year exercise window for stock options.
• Unlimited PTO; four weeks per year is recommended.
• Paid family leave.
• Equipment, software, and office furniture budget.
• $100/month education budget, with more expensive items such as conferences covered with manager approval.