Product Support Specialist

Senior Product Support Specialist — 100% Remote | Romania

THE COMPANY

Yomly builds and runs HR and payroll products for enterprises across the Gulf. When a customer's payroll has to land on time and be correct, our platform is what makes that happen. Product Support is where that promise is kept day to day.

We're growing the function — more resolution, better escalation, permanent fixes over repeated tickets. You'd join while the playbooks are still being written.

This is a fully remote role. You'll work from Romania, collaborating with a distributed team across the Gulf and beyond.

THE ROLE

You own customer issues end to end. The awkward ones with unclear causes. You decide what to escalate and what to close yourself. You write escalations engineers can act on without a second conversation, and you leave the knowledge base better than you found it.

WHAT YOU'LL DO

- Own a ticket queue end to end against agreed SLAs — payroll discrepancies, config issues, access, data corrections

- Escalate with reproducible steps, evidence, and customer impact already laid out

- Spot patterns across tickets and turn them into product or process fixes

- Write knowledge base articles and runbooks that reduce repeat tickets

- Support less experienced colleagues through pairing and feedback

MUST HAVE

- Solid SaaS technical support experience — HR tech, payroll, or fintech preferred

- Track record owning complex customer issues with limited supervision

- Strong written and spoken English

- Comfort reading logs or running basic queries (SQL, New Relic) before escalating

- Sound judgement on prioritisation and escalation

- Discretion handling sensitive payroll and employee data

NICE TO HAVE

- Payroll or multi-country HR knowledge

- Familiarity with AWS, APIs, or GraphQL at a diagnostic level

- SOC 2, ISO 27001, or GDPR exposure

WHATS ON OFFER

Attractive financial compensation inclusive of paid days off

Device allowance to set you up properly

Upskilling budget

Flexible working hours around core team availability

Work with an international product team serving clients across the Gulf