Product Support Associate
Core
Front-line support for escalated issues between day-to-day support and deep technical investigation, resolving cases end-to-end for internal teams and customers.
Role type
Individual contributor product support associate
Builds
Resolves escalated cases directly, builds internal knowledge base to prevent recurrence
Domain
Life insurance technology
Deliverable
dashboards & analysis
Required skills
Troubleshooting, case management software proficiency, analytical instincts, technical curiosity, written communication, verbal communication, organization, ownership
Preferred skills
Experience with Datadog, Amplitude, Salesforce
Technologies
Datadog, Amplitude, Salesforce
Responsibilities
Triage incoming issues, diagnose root cause, resolve cases directly, update stakeholders on timing, interact with customers via phone for live troubleshooting, identify recurring patterns, build internal knowledge base
Seniority
Mid-level, hands-on IC
