Product Support Specialist

Summary

Join Snappy as a Product Support Specialist and be the primary point of contact for clients needing technical assistance or guidance with the Snappy dashboard. You will handle a high volume of support tickets, troubleshoot technical issues, guide clients through the platform, and collaborate with development and product teams. Your responsibilities include logging bugs, collecting user feedback, maintaining accurate records, and contributing to internal documentation. This role requires 1–3 years of experience in customer or technical support, strong troubleshooting skills, and excellent communication. Snappy offers a competitive salary, benefits including free healthcare, a generous 401k match, flexible PTO, and paid family leave. The position is remote, with an East Coast preference.

Requirements

• 1–3 years in a customer support, product support, or technical support role—SaaS or tech platform experience preferred
• Strong troubleshooting ability and a knack for explaining complex topics in simple terms
• Experience using support platforms like Zendesk, Intercom, or similar tools
• Familiarity with bug-tracking systems (e.g., Jira)
• Excellent written communication skills with a clear, friendly, and professional tone
• Collaborative mindset with the ability to work cross-functionally with product and engineering teams
• Passion for creating delightful customer experiences

Responsibilities

• Handle a high volume of support tickets through chat and email, delivering timely and accurate troubleshooting and customer assistance
• Guide clients through technical challenges, usage questions, and feature navigation within the Snappy dashboard
• Log and track software bugs, collaborating with the development team to ensure timely resolution
• Follow up with clients to confirm resolution and satisfaction
• Collect and relay product feedback and feature suggestions to the product team
• Maintain accurate records of customer interactions and technical issues
• Contribute to internal documentation and knowledge base to help streamline future support

Preferred Qualifications

• Experience working with B2B software or enterprise clients
• Interest in product development and user experience

Benefits

• Free healthcare, including vision and dental
• Generous 401k match
• Flexible PTO
• Paid family leave
• Snappy Summer Fridays (which we enjoy year-round!)
• Snappy gifts for employee recognition and appreciation