Product Specialist-2
Core
Provide product subject matter expertise and support for enterprise applications, resolving user issues and driving product improvements.
Role type
Senior IC product specialist (support & quality)
Builds
Internal enterprise applications and support workflows
Domain
Technology / Enterprise Software
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
troubleshooting complex enterprise applications, UAT testing, knowledge management, translating business requirements to technical teams, creating Generative AI prompts, managing back-end hand-offs, executing escalation protocols, custom report development
Preferred skills
experience in large cross-functional organizations, regional support environments, continuous learning
Technologies
Generative AI, enterprise applications, custom reporting tools
Responsibilities
Resolve user-facing support cases via chat, phone, and email; investigate and troubleshoot user issues to establish root cause; document case resolutions and maintain knowledge management materials; execute UAT testing prior to business user testing; translate business requirements and feedback into enhancement/defect processes; create internal training materials and user guides; maintain expertise in product roadmap, release cycles, and outage protocols; deliver against operational service benchmarks (response time, CSAT, etc.)
Seniority
Mid-Senior, hands-on IC