Technical Product Support Specialist

Technical Product Support Specialist Role Overview As a Technical Product Support Specialist, you will play a key role in enabling smooth product adoption and delivering a high-quality support experience for our customers. You will handle technical product queries, troubleshoot issues, and work closely with engineering, product, and customer success teams to resolve problems efficiently. This role sits at the intersection of technology, customer experience, and process ownership and is ideal for someone who enjoys problem-solving, learning complex systems, and acting as the voice of the customer internally. Key Responsibilities Serve as the first point of contact for customer product and technical queries via email, chat, and callsTroubleshoot common SaaS issues including login and access problems, feature usage questions, configuration errors, and basic integration challengesManage support tickets end-to-end and ensure timely resolution in line with defined SLAsEscalate complex or recurring technical issues to engineering or product teams with clear documentation, logs, and reproduction stepsCollaborate closely with Customer Success Managers to support customer onboarding, adoption, and ongoing usageMaintain and regularly update customer-facing documentation, FAQs, help articles, and knowledge base contentGather customer feedback, identify recurring issues or gaps, and share actionable insights with product and engineering teamsEnsure a consistent, reliable, and high-quality support experience for mid-market and enterprise customers Skills and Qualifications Bachelors degree in a technical or engineering-related field such as Computer Science, IT, or Engineering23 years of experience in SaaS product support, technical support, or application support rolesStrong analytical and troubleshooting skills with a structured problem-solving approachAbility to quickly understand product workflows and explain technical concepts in simple, customer-friendly languageHands-on experience with support or ticketing tools such as Zendesk, Freshdesk, Jira, or similar platformsStrong written and verbal communication skills with a customer-first mindsetFamiliarity with SaaS products, web applications, and basic system integrations Ideal Candidate Has a strong technical mindset and enjoys understanding how products work in depthIs comfortable working with engineers and can clearly articulate issues, edge cases, and customer pain pointsThrives in a fast-paced, evolving environment and can manage multiple tickets and priorities at onceIs detail-oriented, process-driven, and takes ownership of issues until resolutionViews support as an opportunity to improve both the product and the overall customer experienceIs eager to grow into roles such as Customer Success, Solutions Engineering, or Product Operations Nice to Have Exposure to AI, EdTech, or enterprise SaaS platformsWorking knowledge of APIs, SSO, LMS, or CRM integrationsExperience creating help guides, product walkthroughs, or customer training materials Why Join Us Opportunity to work in a fast-growing AI SaaS company transforming enterprise learningDirect exposure to enterprise customers and real-world SaaS adoption challengesCollaborative culture with clear growth paths into Customer Success, Solutions Engineering, or Product ManagementChance to contribute to innovative, AI-driven products shaping the future of corporate learning Technical Product Support Specialist Role Overview As a Technical Product Support Specialist, you will play a key role in enabling smooth product adoption and delivering a high-quality support experience for our customers. You will handle technical product queries, troubleshoot issues, and work closely with engineering, product, and customer success teams to resolve problems efficiently. This role sits at the intersection of technology, customer experience, and process ownership and is ideal for someone who enjoys problem-solving, learning complex systems, and acting as the voice of the customer internally. Key Responsibilities Serve as the first point of contact for customer product and technical queries via email, chat, and callsTroubleshoot common SaaS issues including login and access problems, feature usage questions, configuration errors, and basic integration challengesManage support tickets end-to-end and ensure timely resolution in line with defined SLAsEscalate complex or recurring technical issues to engineering or product teams with clear documentation, logs, and reproduction stepsCollaborate closely with Customer Success Managers to support customer onboarding, adoption, and ongoing usageMaintain and regularly update customer-facing documentation, FAQs, help articles, and knowledge base contentGather customer feedback, identify recurring issues or gaps, and share actionable insights with product and engineering teamsEnsure a consistent, reliable, and high-quality support experience for mid-market