Senior Product Support Specialist

As a Senior Product Support Specialist, you will serve as a primary point of contact for complex and escalated customer inquiries, ensuring timely and professional communication. You will independently troubleshoot and resolve intricate technical and functional product issues, often requiring in-depth investigation and creative solutions. Proactively identify, document, and escalate critical customer issues and potential product defects to Engineering and Product Management teams, providing detailed context and recommendations.

You will lead in the creation and maintenance of internal and external knowledge base articles, troubleshooting guides, and FAQs to empower both customers and the Support team. Also, mentor and provide guidance to Product Support Specialists, fostering their technical and customer service skills. Help identify trends in customer issues and provide insightful feedback to the product and development teams to drive product improvements and prevent future problems.

You will collaborate effectively with Engineering, Product Management, Sales, and Customer Success teams to ensure seamless customer experiences and efficient issue resolution. Contribute to the development and implementation of best practices, processes, and tools to enhance the efficiency and effectiveness of the product support function. Continuously expand your product knowledge and technical expertise to effectively support new features and product updates.