solidroad - Product Support Specialist - EMEA

• WHAT YOU'LL ACTUALLY DO DAY-TO-DAY • Answer inbound questions from customers via Slack and Intercom - clearly, promptly, and with care. • Handle straightforward how-to and product questions, and flag more complex issues with good context. • Keep your ticket queue tidy: log, tag, follow up, and close. • When a customer reports something broken, write it up clearly - what happened, how to reproduce it, and how much it's impacting them - so it can be passed on effectively. • Update and improve help centre articles and FAQs as the product evolves. • Flag recurring questions so they can be turned into self-serve content. • Work with the product team to identify and prioritise the highest-impact customer problems. • Assist new users and trialists in getting set up with Solidroad - be responsive and attentive, especially with new accounts where first impressions matter. • OUR TEAM & CULTURE • We're a small, focused group working full-time in our Dublin office. We're here five days a week because building something ambitious means collaborating closely, solving problems together, sharing ideas spontaneously, and occasionally challenging each other along the way. We're intentional about creating a culture that's mature, supportive, and fun. You'll be joining experienced founders who've done this before, alongside a tight-knit team genuinely excited about building something impactful. • Are a strong communicator - you write well, explain things simply, and follow through. • Have around 1 year of experience in a general tech role - support, sales, success, onboarding, or similar. • Are energised by variety and see ambiguity as an opportunity, not an obstacle. • Take ownership - you don't wait to be told what to do. You see something that needs doing and you do it. • Close the loop. Every time. • Are curious about how products work, not just how to answer tickets. • Familiarity with tools like Intercom, Zendesk, Pylon, or similar • Any exposure to technical concepts - understanding APIs, reading error messages, light scripting • Interest in AI, CX, or SaaS • THE GOOD, THE BAD, AND THE HONEST TRUTH • The highs are real: you'll have direct impact on customer experience, work closely with product and engineering, and be part of building something from scratch at a fast-growing startup. The lows? Some days will be repetitive, you'll hit issues you don't have an answer to, and things will change quickly while we figure it out together. This isn't a place to coast - it's a place to grow fast and get better every day. • If that sounds exciting, don't overthink it. Reach out. • Dublin-based, in-person 5 days/week. We're an early-stage team that moves fast and values the context that comes from being in the room together. Life happens - reasonable flexibility is always respected.