Product Support Specialist

Product Support Specialist (Remote)

We are seeking a Product Support Specialist to join a fast-paced team supporting innovative AI-powered products. In this role, you will work directly with users to investigate issues, resolve support requests, and help improve the overall customer experience.

This is an excellent opportunity for someone who enjoys problem-solving, working with technical teams, and helping customers successfully navigate complex products.

Responsibilities

• Respond to and manage user support requests in a high-volume environment
• Troubleshoot product issues and investigate customer-reported problems
• Partner with engineering, product, and cross-functional teams to identify and resolve technical issues
• Communicate clearly and empathetically with users across a variety of backgrounds and experience levels
• Escalate and track issues when needed, ensuring timely resolution
• Identify trends in customer feedback and recommend process or product improvements
• Contribute to support documentation, workflows, and operational best practices
• Help improve user satisfaction while driving support efficiency

Qualifications

• 2+ years of experience in Product Support, Technical Support, Customer Support, Customer Success, or a related field
• Experience handling high-volume support cases and customer escalations
• Strong troubleshooting and problem-solving skills
• Excellent written communication and customer-facing skills
• Ability to work effectively in a fast-paced and evolving environment
• Comfortable working with technical products, software platforms, APIs, or SaaS solutions
• Experience collaborating with engineering and product teams
• Strong attention to detail and ability to manage multiple priorities

Preferred Qualifications

• Experience with support platforms such as Zendesk, Salesforce, Intercom, Jira, or similar tools
• Background supporting SaaS, software, AI, or technology products
• Experience identifying bugs, documenting issues, and working through technical investigations
• Passion for customer experience and continuous process improvement

Additional Information

• Fully remote opportunity
• Initial training schedule will be Monday-Friday during standard business hours
• Following training, schedule may shift to Tuesday-Saturday or Sunday-Thursday
• Potential for contract extensions based on business needs and performance