Product Support Specialist – Tier 1, Tier 2
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Job Description
Product Support Specialist ensuring the reliability of a cutting-edge SaaS platform. Serve as a technical expert, diagnosing complex issues and supporting customer success.
Responsibilities:
- Serve as the primary technical contact for customers, providing expert Tier 1 and Tier 2 support to resolve their challenges.
- Triage, prioritize, and resolve incidents using ServiceNow, ensuring you meet and exceed service level agreements (SLAs).
- Troubleshoot a wide range of issues across the application, from configuration and integrations to data and performance problems.
- Escalate complex issues directly to the Engineering team using Azure DevOps. You’ll provide clear documentation, logs, and reproduction steps to ensure a swift resolution.
- Help troubleshoot our SaaS applications running in Microsoft Azure by checking system status and reviewing logs to pinpoint issues.
- Participate in major incident response, contribute to root cause analysis, manage change requests, and help build out our technical knowledge base in ServiceNow.
- Keep customers informed and confident with clear, professional communication regarding issue status, resolutions, and expectations.
Requirements:
- 1-4 years of experience in a Technical Support, Helpdesk, or SaaS Application Support role.
- Strong hands-on experience with a modern service desk tool like ServiceNow.
- Experience supporting cloud-hosted SaaS applications (experience with Microsoft Azure is a major plus).
- A proven ability to troubleshoot and analyze complex technical problems.
- A basic understanding of how web-based applications communicate (HTTP/S, REST APIs, JSON).
- Excellent written and verbal communication skills—you can make complex topics simple.
Benefits:
- Equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics.
- Complies with applicable state and local laws governing nondiscrimination in employment.
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