Product Support Specialist
Core
Manage day-to-day ticketing processes and provide 1st and 2nd line IT support for a cybersecurity and AI platform serving SMBs via MSPs.
Role type
Product Support Specialist (IT Support)
Builds
IT Support Service for Microsoft 365 and AI solutions
Domain
Cybersecurity, AI, SaaS
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
IT troubleshooting (IP, DHCP, DNS), ticket management, KPI tracking, dashboard creation, process documentation, cross-functional collaboration, Microsoft 365 knowledge
Preferred skills
Team leading, rota management, Intercom platform experience, ITIL processes
Technologies
Intercom, Microsoft 365
Responsibilities
Triage and resolve critical incidents, handle issue tickets, create and track metrics (KPIs, CSAT), define best practices, follow major incident procedures, create automated workflows, collaborate with Engineering and Product teams
Seniority
Individual Contributor
