Product Support Specialist

Summary

Join The Adaptavist Group's expanding support operations in South Africa as a Product Support Specialist. You will become a product expert on Mosaic and other products, handling support requests through Jira Service Management, collaborating with engineers and product managers, and helping to improve products and processes. This role requires 3+ years of technical product support experience in a SaaS or B2B environment, strong communication skills, and experience with platforms like Jira Service Management. The company offers a generous holiday allowance, flexible working hours, MacBooks, and an exceptional Time Away Policy. You will be part of a new support function, shaping how things are done and contributing to a remote-first, supportive culture. The Adaptavist Group values diversity and encourages applications from all qualified individuals.

Requirements

• Have 3+ years of technical product support experience in a SaaS or B2B environment, ideally with exposure to escalation-level support
• Are a confident and empathetic communicator in English, especially in writing
• Can translate technical issues into plain language and help users truly understand the why behind the solution
• Are instinctively curious, detail-oriented, and methodical in your troubleshooting
• Have experience using platforms like Jira Service Management, Zendesk, or Freshdesk
• Think critically and act independently, even when the path forward isn’t clearly defined
• Have experience contributing to documentation and love empowering users to self-serve
• Are excited to work closely with a global team of support professionals who work hard, support one another, and make time to unwind together each month

Responsibilities

• Become a product expert on Mosaic, our flagship Kolekti app and provide stellar support across a handful of additional products
• Handle a wide variety of support requests through our Jira Service Management (JSM) portal, from account queries to complex debugging and everything in between
• Collaborate with engineers, product managers, and design teams to escalate and resolve user issues quickly and effectively
• Help surface bugs, usability concerns, and recurring pain points to shape better products
• Be part of our continuous improvement engine: close documentation gaps, suggest better workflows, refine our support processes, and own your impact
• Champion our customers’ voices within the business—you’re not just solving problems; you’re shaping product strategy
• Participate in our on-call weekend rota, ensuring continuity of service for our global user base
• Contribute to the culture and identity of a brand-new support function—we’re building it together, and your ideas will matter

Preferred Qualifications

• Familiarity with Atlassian tools like Confluence and JSM
• Understanding of web fundamentals like HTML, XML, CSS, or browser dev tools
• Experience analysing HAR files or logs for debugging
• Exposure to REST APIs and tools like Postman

Benefits

• We offer a very generous holiday (PTO) allowance, trusting you to take vacation time that suits your personal life, alongside flexible working hours that empower you to work when it best fits you and your team
• We provide MacBooks to all employees and additional support for fully remote workers to set up their home offices
• Our exceptional Time Away Policy includes 26 weeks of fully paid leave for birthing parents, 13 weeks for non-birthing parents, and extended leave for adoption, IVF, surrogacy, elective egg freezing, and women's health needs such as menopause, menstruation, endometriosis, and PCOS