Product Support Specialist (Technical) - 58941778791

We are a fast-growing, venture-backed technology company building AI-powered revenue and engagement solutions for organizations in the healthcare and senior living space. Our platform enables sales and marketing teams to automate workflows, improve lead conversion, and enhance the overall customer journey through intelligent digital engagement tools.

With thousands of customers and billions in revenue influenced through our platform, we are at the forefront of transforming how organizations connect with and convert their audiences.

We are seeking a Product Support Specialist to serve as a critical link between our customers and internal teams. This role goes beyond traditional customer support — you will troubleshoot technical issues, guide customers through product configurations, and collaborate cross-functionally with Product, Engineering, and Customer Success teams.

This is an ideal opportunity for someone who combines strong customer communication skills with technical aptitude, and thrives in a fast-paced SaaS environment.

• Manage and respond to a queue of support tickets via email, chat, and ticketing platforms (e.g., Zendesk, Intercom)
• Deliver timely, empathetic, and high-quality support to a diverse customer base
• Translate complex technical concepts into clear, user-friendly explanations

• Diagnose and resolve product issues related to platform configuration, integrations, and workflows
• Troubleshoot CRM integrations and data sync issues (e.g., HubSpot, Salesforce)
• Assist with API-related inquiries and basic debugging when needed
• Escalate complex issues to Engineering with clear documentation and context

• Create and maintain help center articles, FAQs, and internal documentation
• Identify recurring issues and contribute to long-term solutions that reduce support volume
• Provide feedback to Product teams to help shape future improvements

• Partner closely with Customer Success, Implementation, Product, and Engineering teams
• Support onboarding and implementation efforts by guiding customers through setup and best practices
• Act as the voice of the customer internally

• 2–5+ years of experience in a customer-facing support role within a SaaS or tech-enabled company
• Experience using support platforms such as Zendesk, Intercom, or similar
• Strong familiarity with CRM systems such as HubSpot, Salesforce, or equivalent
• Excellent written and verbal English communication skills (professional, client-facing level)
• Proven ability to manage multiple tickets and prioritize effectively in a fast-paced environment

• Comfortable troubleshooting technical issues, including integrations and workflows
• Ability to understand APIs, data flows, and basic scripting concepts (no heavy coding required)
• Strong problem-solving mindset with attention to detail

• Customer-first mindset with a proactive and resourceful approach
• Strong organizational and time management skills
• Ability to work independently in a remote environment while collaborating across teams

• Experience working with tools such as Twilio, Zapier, Google Analytics, or similar platforms
• Background in healthcare, senior living, or other regulated industries
• Experience with project management tools like Asana, Trello, or Jira
• Previous experience supporting a global or fully remote team

• Consistently delivering fast, accurate, and high-quality support to customers
• Effectively resolving technical issues with minimal escalation
• Improving customer satisfaction and reducing repeat issues
• Contributing to scalable documentation and internal processes
• Acting as a trusted partner to both customers and internal teams