Product Support Engineer

Summary

Join Firstup's Support Team as a Product Support Engineer and leverage AI-driven solutions to maximize customer self-service. You will handle escalations, prioritize bug fixes with the Engineering team, and manage moderate-to-high complexity support cases. This role requires proactive initiatives to prepare for product changes, ensuring team readiness. You will create customer-facing documentation, develop improvement plans, and enhance self-serviceability. The ideal candidate is a team player, self-directed, and passionate about SaaS technology and service innovation. This position offers a competitive salary and the opportunity to influence the next wave in SaaS technology.

Requirements

• Have an IT related degree
• Have several years of professional experience
• Have a passion for solving problems
• Have experience previously working with customers
• Have a Bachelor’s Degree in Computer Science, Information Technology or a related field of study; or commensurate professional experience
• Have three or more years of Level 2 technical customer support experience
• Have experience using JIRA for bug tracking
• Have an attitude of urgency in order to resolve issues in a timely manner
• Have a proven ability to treat customers with respect and professionalism
• Have the ability to work efficiently, diligently and remain focused from a home office
• Have the capacity to have empathy when customers have difficult issues
• Have excellent communication, organization and interpersonal skills
• Have strong reading comprehension and active listening skills
• Have exceptional problem-solving skills and ability to navigate challenging situations in a professional manner
• Have an outstanding work ethic and commitment to individual and organizational success
• Have a demonstrated ability to learn new things
• Have excellent analytical and troubleshooting skills

Responsibilities

• Operate as a subject matter expert in at least two product areas and one technology area and assisting in onboarding of new hires and conducting training refreshers in those areas
• Resolve technical escalations from Tier 1 Support, ecosystem Partners, and third party integrators. Proactively manage and respond to escalated support tickets, meeting individual case management and SLA Goals
• Communicate clearly and precisely with customers and colleagues in written and verbal form and maintain accurate and timely records in our case tracking system
• Monitor the Emergency Hotline to react to P0 and P1 issues with urgency
• Write customer-facing functional documentation with easy to follow steps
• Develop and execute on continual improvement plans with cross-functional peers from Product Management and Engineering
• Improve self-serviceability for Customers through publishing solutions to commonly encountered issues and working with implementation teams to follow established best practices prior-to Customers going live on the platform
• Manage multiple tasks and projects, both independently and also as part of a team
• Ensure Support readiness for new product features though documentation review, early access testing, and technical training
• Identify areas for process improvement within the Support function and collaborate with the Product Support Manager on implementation

Preferred Qualifications

• Familiarity with SaaS solutions
• Experience in one or more of the following additional areas: Database technology (SQL), Web technology (HTML, JavaScript, CSS, XML), Email Deliverability, CRMs (e.g, Salesforce, Microsoft Dynamics CRM), APIs

Benefits

Firstup expects the base salary for this role to be between $65,000-$90,000. The starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience