Product Support Specialist I, II, III
- Accepting Applications Closed
- US Company | Medium (51-250 employees)
- LATAM (100% remote)
- 3+ years
- Long-term (40h)
- Finance
- Full Remote
Required skills
- Microsoft Office
- customer support
Requirements
Must-haves
- 3+ years of product support or customer-facing technical support experience
- Experience with documenting issues, steps taken, and resolutions clearly
- Ability to manage multiple priorities while meeting deadlines
- Ability to analyze problems, investigate root causes, and propose solutions
- Proficiency with productivity tools (Microsoft Office, Google Workspace, etc.)
- Strong communication skills in both spoken and written English
- Product Support Specialist I
- • Experience with basic product troubleshooting and common customer workflows
- • Ability to follow established processes, playbooks, and support guidelines
- • Ability to gather technical details and triage issues effectively
- Product Support Specialist II
- • Experience with advanced product troubleshooting beyond Tier 1 scope
- • Ability to investigate integrations, APIs, data issues, and configuration problems
- • Ability to own cases end to end, including customer communication and resolution
- Product Engineering Support Specialist III
- • Experience handling escalations related to product defects and architectural issues
- • Ability to work directly with Engineering to diagnose, fix, and deploy solutions
- • Deep knowledge of root-cause analysis and long-term remediation planning
- • Ability to identify systemic product gaps and recurring failure patterns
- • Ability to partner with Product to translate support insights into roadmap priorities
- • Ability to enable Tier 1 and Tier 2 through tooling, training, and documentation
Nice-to-haves
- Startup experience
- Bachelor’s Degree in Computer Engineering, Computer Science, or equivalent
What you will work on
- This is a Product Support Specialist position for different support levels (Tier I, II, and III). Level placement will be determined based on prior experience and interview outcomes
- Product Support Specialist I
- • Act as the initial point of contact for customer questions and requests
- • Resolve standard how-to, configuration, and product usage inquiries
- • Triage incoming tickets and collect required technical information
- • Follow established troubleshooting guides and support playbooks
- • Document issues, actions taken, and resolutions clearly and consistently
- • Escalate unresolved or advanced cases to Tier 2 with full context
- Product Support Specialist II
- • Investigate and resolve issues outside Tier 1 scope
- • Troubleshoot APIs, integrations, data inconsistencies, and configuration errors
- • Analyze logs, reproduce reported problems, and determine root causes
- • Own support cases end to end, including customer communication
- • Identify recurring issues and contribute to internal documentation and playbooks
- • Escalate validated bugs or complex system problems to Tier 3
- Product Engineering Support Specialist III
- • Manage escalations related to product defects and architectural challenges
- • Collaborate directly with Engineering to diagnose, fix, and deploy solutions
- • Deliver clear root-cause analyses and long-term remediation plans
- • Identify systemic product gaps and recurring failure patterns
- • Partner with Product to convert support insights into roadmap inputs
- • Share learnings with Tier 1 and Tier 2 through tooling, training, and documentation
This job is closed
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