Product Support Specialist

Summary

Join DoiT as a Product Support Specialist and provide world-class SaaS application support and consulting. Based remotely in Thailand, you will triage and resolve customer support requests, guide clients through technical issue resolution, and own customer communication for escalated issues. You will collaborate with internal teams, maintain high customer satisfaction, and identify recurring challenges to develop self-service resources. This role requires strong technical skills, experience with cloud platforms (GCP, AWS, or Azure), and excellent communication abilities. You will also contribute to product documentation, demonstrations, and the improvement of AI support bots. DoiT offers a flexible work environment and opportunities for professional development.

Requirements

• Verbal and written fluency in English
• 2-4 years of experience in a B2B technical support role within a SaaS environment
• 1-2 years of hands-on support experience with a major public cloud platform (GCP, AWS, or Azure)
• Proficiency with case management systems (e.g., Salesforce, Zendesk, ServiceNow) and bug tracking systems (e.g., Jira)
• Demonstrated ability to troubleshoot complex software issues with a focus on achieving high customer satisfaction (CSAT)
• Exceptional verbal and written communication, interpersonal, and presentation skills in English
• Strong analytical and problem-solving abilities with a keen attention to detail
• A natural curiosity and self-motivation to continuously learn and develop professionally
• Proven ability to prioritize tasks and manage workload effectively in a fast-paced environment

Responsibilities

• Triage, troubleshoot, and resolve customer support requests in a timely and effective manner
• Guide clients through technical issue resolution via phone, email, and chat
• Own customer communication for escalated issues, coordinating with internal teams such as Software Engineering and Product Management to ensure resolution
• Preserve positive customer sentiment and maintain high customer satisfaction (CSAT) through professional and empathetic issue handling
• Identify recurring customer challenges and develop knowledge base articles, FAQs, and video tutorials to enable self-service
• Contribute to the creation and maintenance of clear and comprehensive technical product documentation
• Act as a subject matter expert, sharing product knowledge with other customer-facing teams
• Assist in delivering product demonstrations to customers, prospects, and internal stakeholders
• Support pre- and post-onboarding activities to assist with a seamless customer journey
• Contribute to the quality assurance (QA) and training of our AI support bots

Preferred Qualifications

• Proficiency in SQL for database querying and troubleshooting
• Fluency in an additional language, both verbal and written, is a significant advantage

Benefits

• We are home to a global team of incredible talent who work remotely and have the flexibility to have a schedule that balances your work and home life
• We embrace and support leveling up your skills professionally and personally