element451 - Product Support Specialist
Requirements
• 3+ years of experience in SaaS product support, technical support, or a similar customer-facing support role. • Experience managing a high volume of support tickets in a queue-based environment. • Strong troubleshooting skills — you investigate, document, and resolve novel issues while identifying root cause. • Excellent written communication skills; you can break complex technical subjects into clear, simple explanations. • Strong judgment around prioritization, escalation, urgency, and customer impact. • Experience using ticketing systems, knowledge-base tools, CRM systems, or support platforms. • High emotional intelligence and ability to convey empathy in support interactions. • Ability to create and maintain clear documentation, support notes, and reusable knowledge content. • Comfortable working remotely with strong self-management, accountability, and follow-through. • Curious, resourceful, and willing to ramp on new products, systems, workflows, and tools. • Positive, collaborative approach with a strong desire to help customers and teammates succeed. • Experience supporting a B2B SaaS product in higher education or CRM. • Understanding of APIs, logs, integrations, data flows, or technical troubleshooting tools. • Familiarity with Intercom, Linear, or similar support and issue-tracking tools. • Experience with Zapier or other workflow automation tools. • Knowledge of Student Information Systems (SIS) and higher education data structures. • WHAT SUCCESS LOOKS LIKE
Responsibilities
• Manage multiple concurrent customer issues while balancing speed, accuracy, and empathy, primarily through in-app live chat. • Work within SLA, severity, escalation, and customer-impact guidelines. • Investigate the deep end of the product: reproduce problems, examine data, imports/exports, workflows, and application configurations, and isolate root cause before responding. • Provide clear reproduction steps, business impact, screenshots, logs, and supporting detail when escalating verified bugs to Engineering. • Recognize recurring ticket patterns and translate them into knowledge-base improvements, reusable responses, product feedback, or ticket-deflection opportunities. • Communicate with customers during urgent, ambiguous, or high-friction situations while remaining calm, professional, and solution-oriented. • Demonstrate sound judgment when handling customer data, screenshots, logs, account information, and confidential details. • Stay current on product releases, known issues, customer workflows, and support best practices across both platforms.
Benefits
• Comprehensive health, dental, and vision coverage • Remote-first with home office stipend • 401(k) with company match • Professional development support
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