Remote Product Support Specialist

Summary

Join our team as a Product Support Specialist and assist SheerID's customers by answering product inquiries, troubleshooting technical issues, and facilitating change requests. Contribute to public-facing documentation and guides in SheerID's knowledge base while interacting with customers and partners via multiple communication channels.

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

• Triage incoming issues and requests, either taking ownership of or delegating the issue as appropriate in a timely manner
• Provide technical product support to SheerID's clients and their customers that is accurate, timely, and clearly communicated
• 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
• Ensure complete resolution of issues directly or via available escalation paths
• 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 PagerDuty outside of regular business hours
• Develop and maintain internal documentation for troubleshooting, tools, and processes
• Maintain in-depth working knowledge of SheerID's products and offerings
• Maintain in-depth working knowledge of internal systems, tools, and processes
• Proactively identify areas of improvement for both the customer experience and internal efficiency
• Special projects and other duties as assigned