Product Technical Specialist

As a Product Technical Specialist, you will be the trusted technical expert for our customers, ensuring they have a seamless and reliable experience with our SaaS platform. This role is for a natural problem-solver who thrives on diving deep into complex technical issues.

Requirements

• Provide high-quality, real-time technical support to customers via phone, email, and chat, managing multiple issues simultaneously.
• Lead technical troubleshooting sessions with customer IT teams, diagnosing and resolving complex issues related to networking (VPNs, firewalls, whitelisting), cloud infrastructure (AWS), and integrated phone systems.
• Utilize Zendesk to manage, prioritize, and document customer support tickets from initial contact through to resolution.
• Analyze application and server logs to identify bugs, performance bottlenecks, and the root cause of failures.
• Collaborate directly with Engineering teams to escalate and resolve deep technical issues, acting as the customer advocate.
• Participate in a rotating on-call schedule to provide after-hours and weekend support for critical, service-impacting incidents.
• Develop and maintain internal and customer-facing support documentation, including knowledge base articles and troubleshooting guides.
• Proactively identify opportunities for product improvements and process enhancements to reduce support ticket volume and improve the customer experience.
• Mentor junior team members on best practices for ticket handling and technical diagnosis.

Benefits

• Competitive compensation
• Healthcare
• 401(k)
• Professional development opportunities