New Product Support Specialist

As a Product Support Specialist I, you’ll play a crucial role in ensuring our customers’ success by providing technical expertise, troubleshooting complex issues, and supporting internal teams. This position is ideal for someone who thrives on problem-solving, and is passionate about delivering exceptional customer experiences. You’ll handle escalated support cases, analyze data, prepare support documentation, and collaborate across departments to maintain customer trust and satisfaction.

You will manage and resolve Tier 2 support tickets that require in-depth data analysis or escalation—especially those impacting customer financials or complex scheduling settings. You'll also monitor internal Slack channels to provide guidance, technical insight, and support across teams. You will create and maintain documentation for both internal and customer-facing audiences to enhance troubleshooting and implementation processes. Moreover, you will handle critical customer escalations, coordinating with internal teams and external partners to drive timely, high-quality resolutions. You will also conduct Quality Assurance (QA) and User Acceptance Testing (UAT) for new product features and firmware updates—identifying bugs, product gaps, and areas for improvement. The job requires that you identify and escalate complex issues to higher-level teams when additional expertise or investigation is required.