Product Support Specialist

About the role

You will work closely with our enterprise customers and engineers to resolve the most complex issues. You will also help build out systems and processes to manage tasks from report to completion. You will problem solve with our technical teams and work to resolve as much as you can while scaling our systems and support processes.

What you'll do

• Resolve customer issues leveraging your technical expertise and act as the primary point of escalation for our external support teams
• Reproduce customer issues, perform initial triage and file software defects and feedback with Engineering
• Work cross-functionally across engineering and product to build processes and manage issues
• Develop deep product and platform expertise, diagnose and prevent recurring issues while contributing to feedback loops that improve both product quality and existing…
• Manage to key performance metrics defined within the CX Team

What you need

• 3–5 yrs of experience
• Troubleshooting
• Any graduate

Good to have

• SQL
• Zendesk