Support Specialist

We’re looking for a Support Specialist to join a growing SaaS team and provide reliable, high-quality support to customers using our software platform.

In this role, you’ll be the first point of contact for customers who need help with product features, account questions, technical issues, and troubleshooting. You’ll investigate problems, communicate solutions clearly, and work closely with internal teams when an issue requires escalation.

This is a customer-facing role for someone who is technically comfortable, highly organized, and genuinely enjoys helping people solve problems.

Key Responsibilities

• Respond to customer questions and support requests through email, chat, phone, or other support channels
• Troubleshoot product and technical issues and guide customers through solutions
• Investigate issues by gathering relevant information, reproducing problems, and identifying possible causes
• Provide clear, accurate, and easy-to-follow instructions to customers
• Assist customers with product features, account settings, configurations, and general product usage
• Document customer interactions, troubleshooting steps, and resolutions accurately in the support system
• Escalate complex or unresolved technical issues to the appropriate internal teams
• Follow up with customers to ensure issues have been properly resolved
• Identify recurring customer issues and communicate trends or product feedback to internal teams
• Work closely with Product, Engineering, Customer Success, and other teams when necessary
• Stay up to date with product updates, new features, and internal support documentation
• Contribute to improving support processes, knowledge base articles, and customer-facing resources

Requirements

• 2+ years of experience in customer support, technical support, SaaS support, or a similar customer-facing role
• Experience supporting customers using web-based software or SaaS products
• Strong troubleshooting and problem-solving skills
• Comfortable investigating technical issues and learning new software quickly
• Excellent written and verbal English communication skills
• Able to explain technical concepts in a simple and customer-friendly way
• Strong attention to detail and ability to manage multiple support requests
• Customer-focused, patient, and professional, especially when handling frustrated customers
• Comfortable working independently in a remote environment
• Strong documentation and organizational skills
• Willingness to collaborate with technical and non-technical teams

Nice to Have

• Experience supporting B2B SaaS products
• Experience with help desk or ticketing platforms
• Familiarity with CRM, customer engagement, scheduling, communications, or business management software
• Experience troubleshooting integrations or third-party software
• Basic understanding of APIs, web applications, or system integrations
• Experience working with U.S.-based customers
• Experience in a fast-paced technology or software company

What Success Looks Like

• Customer issues are resolved accurately and efficiently
• Customers receive clear, professional, and empathetic support
• Support tickets are properly documented and followed through to resolution
• Complex issues are escalated with the right information and context
• Recurring problems are identified and communicated to the appropriate teams
• You continuously build your product knowledge and become a reliable resource for customers and teammates