Remote Product Support Specialist

Summary

Join our team as a Product Support Specialist and be part of a community-based space focused on increasing productivity and protecting institutional knowledge. As the front line of support, you will identify pain points, trends, and issues that our users and customers face, and resolve those issues by directly fixing problems and working together with other teams.

Requirements

• Customer-facing or user-facing experience in either an IT helpdesk environment or supporting a SaaS product
• The ability to speak to non-technical customers when troubleshooting technical issues
• Experience or training in basic Information Technology subjects such as SMTP, SSO, Azure, DNS, and IP routing
• Excellent written and verbal communication skills in English
• Solutions-oriented problem-solving and critical thinking abilities
• Exceptional interpersonal skills - you care about people and are passionate about helping others
• Self-starter and excited to work in an ever-changing environment
• Highly motivated with a strong work ethic and good judgment
• Technical writing skills
• Know how to read an API spec and be able to answer questions

Responsibilities

• Investigate and resolve customer issues via our ticketing system or in real-time through Intercom
• Troubleshoot and resolve account issues
• Post-sales engineering assistance to help prospects understand the technical capabilities of the software and how it can fit into their organization’s existing systems
• Assist clients with configuration and connection to other systems, such as single sign-on, Azure, and Slack
• Ensure support SLAs are met
• Work with the product engineering team to communicate bugs or other issues to be fixed and incorporated into future releases
• Create or update customer-facing product documentation

Preferred Qualifications

• Understanding, interest in, or use of stackoverflow.com
• Familiarity with Information Technology policies at medium to large companies. You don't need to know compliance regimes, but you should know how to help our clients navigate them
• Experience or training in Microsoft server technologies. Azure, SQL Server, Windows Server, etc
• Networking and firewall configuration and troubleshooting experience
• Experience with SQL. You can read and write queries and know how to read a schema

Benefits

• Competitive Base Salary
• Generous paid vacation
• Generous parental leave (16 weeks at 100% pay), family care leave, and unlimited sick days
• Equity for all employees at all levels
• Industry-leading health benefits that are applicable per country of residence for all our full-time employees
• Company-paid Life Insurance
• Home Internet stipend
• Professional allocation for your growth and development
• One-time allowance to assist with your home office setup
• Company-paid access to Calm, Bravely, LinkedIn Learning, MyAcademy and Overdrive