Product Support Specialist

As the front line of support, you will identify the pain points, trends, and issues that our users and customers face. Most importantly, you will resolve those issues by directly fixing problems and by working together with the Sales, Success, and Product teams.

A lot of this will involve a certain degree of sleuthing, as people don’t always use products as intended, and products don’t always do what they’re supposed to do. In those cases, it will be your job to figure out what might be going on, and either fix it yourself or find out who can fix it and ensure that they do so. Tracking down bugs or other unexpected behaviors in these cases will require the Product Support Specialist to be prepared to solve problems creatively while maintaining a professional attitude.

What You’ll Do:

• Investigate and resolve customer issues via our ticketing system or in real-time through Intercom.
• Troubleshoot and resolve account issues.
• Post-sales engineering assistance to help prospects understand the technical capabilities of the software and how it can fit into their organization’s existing systems.
• Assist clients with configuration and connection to other systems, such as single sign-on, Azure, and Slack.
• Ensure support SLAs are met.
• Work with the product engineering team to communicate bugs or other issues to be fixed and incorporated into future releases.
• Create or update customer-facing product documentation.

What you’ll need to have:

• Customer-facing or user-facing experience in either an IT helpdesk environment or supporting a SaaS product.
• The ability to speak to non-technical customers when troubleshooting technical issues.
• Experience or training in basic Information Technology subjects such as SMTP, SSO, Azure, DNS, and IP routing.
• Excellent written and verbal communication skills in English.
• Solutions-oriented problem-solving and critical thinking abilities.
• Exceptional interpersonal skills - you care about people and are passionate about helping others.
• Self-starter and excited to work in an ever-changing environment.
• Highly motivated with a strong work ethic and good judgment.
• Technical writing skills.
• Know how to read an API spec and be able to answer questions.

Nice to Haves:

• Understanding, interest in, or use of stackoverflow.com.
• Familiarity with Information Technology policies at medium to large companies. You don't need to know compliance regimes, but you should know how to help our clients navigate them.
• Experience or training in Microsoft server technologies. Azure, SQL Server, Windows Server, etc.
• Networking and firewall configuration and troubleshooting experience.
• Experience with SQL. You can read and write queries and know how to read a schema.

Schedule:

While we’re generally very flexible on working hours, you are required to work 7 a.m.—4 p.m. Monday through Friday. You will also be required to work on-call weekends and holidays on a rotational basis (roughly every six weeks). You may also be required to work a modified shift of 9 a.m. to 6 p.m. Monday through Friday to accommodate training for the first six weeks.