Product Support Specialist

About the Role:
We are looking for a technically-minded and user-focused Product Support Specialist to join our product team. This person will be the frontline liaison for technical product issues, directly troubleshooting user problems, identifying patterns, and communicating insights to help improve the product. You will play a key role in ensuring customer satisfaction and contributing to product enhancements.

Key Responsibilities:

• Provide direct technical support for product-related issues via email, chat, and tickets.
• Reproduce, document, and escalate bugs or recurring issues to engineering and product teams.
• Create and maintain internal and customer-facing support resources (FAQs, guides, troubleshooting documentation).
• Collaborate with product managers to relay user feedback and pain points for product roadmap consideration.
• Participate in product testing for new releases and features to anticipate support needs.

Required Skills & Qualifications:

• 1+ years of experience in a technical support, product support, or QA role, preferably in a SaaS or tech product environment.
• Strong problem-solving skills and ability to explain technical concepts clearly.
• Basic understanding of software development processes and bug reporting.
• Excellent written and verbal communication skills.
• Customer-focused, empathetic, and patient attitude.

Preferred Qualifications:

• Familiarity with [specific product domain, e.g., e-commerce platforms, mobile apps, APIs].
• Basic knowledge of SQL or ability to read logs for troubleshooting.

What We Offer:

• Opportunity to work closely with product and engineering teams.
• Career growth into product management, QA, or specialized support roles.