Technical Product Support Specialist

Summary

Join Hyperproof as a Technical Product Support Specialist and deliver efficient and effective resolutions to product issues. Partner with engineering teams to prioritize and resolve customer issues and product enhancements. Provide timely and accurate support to customers and partners, documenting all interactions and resolutions. Actively contribute to the technical knowledge base and submit well-researched bug reports and feature requests. Collaborate with cross-functional teams and deliver high customer satisfaction. Communicate effectively with users through various support channels and create documentation and training materials. Maintain expert-level knowledge of Hyperproof products and exceed service level standards. Proactively identify opportunities to improve support and scale the support model. This fully remote position offers a competitive salary and benefits package.

Requirements

• 5+ years of direct customer support experience in a fast-paced environment – preferably with an enterprise SaaS provider
• Experience in the compliance or security industry
• Bachelor’s degree in computer-related field
• A flexible, collaborative, team-oriented individual who shows initiative and holds themselves accountable
• Strong written, verbal, and organizational skills
• Strong understanding of technology platforms and web infrastructure
• Excellent problem-solving, critical thinking, and analytical skills
• Excellent customer relationship skills (customer-facing, ability to assess customer needs and interact with all levels of management)
• Excellent communication skills with a demonstrated aptitude for speaking to both a technical audience and a business user audience

Responsibilities

• Provide support to Hyperproof customers and partners in a timely and accurate manner
• Analyze break/fix issues and work with a sense of urgency to deliver solutions to meet customer and partner needs
• Document all support interactions and resolutions in the case management systems
• Actively contribute to our technical knowledge base, online community, and other technical documentation
• Submit well-researched and well-documented bugs and feature requests arising from customer-submitted requests
• Work effectively with cross-functional teams including Sales, Training, Documentation, Product, and Customer Success
• Deliver a very high level of customer satisfaction on basic and advanced issues received through our support channels
• Communicate with users through our support systems and be able to lead troubleshooting meetings with users on Zoom
• Provide ideas and assist with the creation of documentation and training material for external and internal content
• Maintain clear, concise, and positive communication for all cases in a timely and efficient manner including follow-ups with customers, team members, and engineers
• Hold expert-level knowledge of all Hyperproof products, offerings, and integrations
• Maintain or exceed our established service levels and productivity standards
• Be proactive and identify opportunities for our team to provide better support, educate our users, and scale our support model

Benefits

• Annual compensation reviews + equity
• Unlimited PTO: strongly encouraged to unplug and recharge
• Health: coverage for medical, dental, and vision - employee and dependents
• 401K, which vests immediately, complete with a 4% company match
• 12 weeks of Parental leave and 1 year free diapers and wipes with Honest
• Annual company in-person events and quarterly in-person connects
• $500 home office stipend - at the time of hire. Any additional home office needs are requested as needed
• $100 quarterly paid wellness stipend
• Pet insurance discount
• Slack channel notifications turn off after 5 pm based on your time zone
• Two Hypercharge weeks of rest where we close company-wide (July & Dec)