Product Support Specialist
Core
Drive exceptional user experiences by troubleshooting complex technical issues, optimizing support processes, and collaborating with Engineering/Product to improve platform reliability.
Role type
Senior Product Support Specialist (Technical)
Builds
Support systems, processes, and product quality improvements
Domain
Financial infrastructure / SaaS
Required skills
SQL, complex technical troubleshooting, stakeholder management, project management, process optimization, data analysis
Preferred skills
Technical concept explanation, advanced technical environment navigation, data-driven decision making
Responsibilities
Analyze and troubleshoot complex technical issues via email and phone; Develop product and platform expertise with Engineering and Product teams; Strategically optimize and scale support processes using data-driven insights; Lead continuous improvement initiatives to meet CSAT, Contact Rate, and SLA metrics; Create and refine self-service documentation; Collaborate with Product and Engineering to proactively improve the platform based on user feedback; Lead cross-functional projects to identify inefficiencies and implement long-term solutions.
Seniority
Mid-Senior, hands-on IC