Offer summary

Qualifications:

Bachelor's degree in a technical, business, or related field., At least 2 years of experience in product support, technical support, or customer success., Strong troubleshooting and technical explanation skills, especially for non-technical audiences., Experience with ticketing systems, documentation portals, and agile workflows..

Key responsibilities:

Act as the main internal contact for product questions and escalations.

Host regular product office hours to provide expertise to internal teams.

Triaging, analyzing, and prioritizing bug reports and feature requests.

Collaborate with product teams to resolve escalated issues and identify improvement opportunities.

Job description

This is a remote position.

Summary of the Role:

As a Product Specialist, you’ll act as a subject matter expert (SME) on our products. You’ll serve as the first point of contact for questions and escalations from client-facing teams (Customer Success, Customer Support, Implementation, and Sales) via product office hours, email, and ticketing systems. Reporting into the Product team, you’ll be an essential extension, triaging bugs, guiding stakeholders through product functionalities, and ensuring our business continues to run smoothly.

What you will do:

Serve as the main internal point of contact for complex product questions, escalations, and troubleshooting from client-facing teams.
Host regular Product Office Hours, offering expertise and solutions for internal stakeholders.
Triage, analyze, and prioritize incoming bug reports, feature requests, and enhancement suggestions.
Collaborate with Product Managers, Engineering, and QA to document, investigate, and resolve escalated product issues.
Identify opportunities for product or process improvement based on frontline insights and recurring pain points.
Escalate urgent or recurring issues to Product leads for roadmap consideration.

What you bring:

Bachelor’s degree in a technical, business, or related field, or equivalent practical experience.
Minimum 2 years’ experience in product support, technical support, customer success, or a related SaaS/technology environment.
10+ years of Total working experience
Proven expertise in troubleshooting and explaining technical concepts clearly, especially to non-technical audiences.
Experience managing multiple priorities across teams and working in a fast-paced, collaborative environment.
Familiarity with ticketing systems (e.g. Jira), documentation portals, and agile product workflows.
Strong written and verbal communication skills, with high attention to detail.
Self-motivated with a growth mindset and a passion for continuous learning and knowledge sharing.
Experience with legal technology or contract management platforms is good to have.