SheerID is hiring a
Product Support Specialist

Summary

The Product Support Specialist role at SheerID involves assisting customers with product inquiries, troubleshooting technical issues, and facilitating change requests. They contribute to public-facing documentation, identify customer needs for product improvements, and work effectively in a high-volume, fast-paced environment. The position requires a detail-oriented individual with 1-2 years of customer-facing technical support experience, technical writing experience, and proficiency in using Zendesk or equivalent ticketing systems.

Requirements

• Bachelor’s degree from an accredited university (or equivalent work experience)
• 1-2 years of customer-facing technical support experience (preferably B2B; preferably for SaaS products and/or in a startup environment)
• 1-2 years of technical writing experience (preferably public-facing documentation or technical guides)
• Experience using Zendesk or equivalent ticketing system
• Adept within MacOS and Google Workspace environments
• Excellent oral and written communication skills
• Strong ability to bridge communication between technical and non-technical customers and stakeholders
• Reliable attendance with evening, weekend, and holiday availability

Responsibilities

• Assist SheerID’s customers by answering product inquiries
• Troubleshoot technical issues for SheerID’s clients and their customers
• Facilitate change requests related to SheerID’s products and customer programs
• Contribute to public-facing documentation and guides in SheerID’s knowledge base
• Identify customer needs to advocate for product improvements
• Interact with customers directly via Zendesk ticketing system, email, video calls, and other modes as needed
• Meet defined SLOs for ticket response and resolution times
• Engage cross-functionally with groups such as Professional Services, Product Management, and Engineering to advocate for customer needs and product improvements
• Develop public-facing content for SheerID’s knowledge base
• Be available for rotating on-call duties via Pager
• Develop and maintain internal documentation for troubleshooting, tools, and processes