Product Support Specialist

What You’ll Be Doing

Own the front line of customer support across chat, email and video - resolving issues end-to-end with minimal hand-holding
Diagnose and troubleshoot complex technical issues, escalating to Product Engineering only when genuinely needed
Identify patterns in customer issues and turn them into process improvements, knowledge base content, and actionable insights for the wider team
Act as the connective tissue between Support, Sales, Product and Customer Success - ensuring nothing falls through the cracks
Help shape how we scale support as we grow, contributing to tooling decisions, workflow design and team playbooks
You'll be backed by strong Customer Success & Product Engineering teams and empowered with the tools, training, and autonomy to proactively solve customer problems, drive impactful solutions, and grow your career at pace.

What Success Looks Like

You operate independently and with high judgment - managing your own time, priorities and output without needing to be chased
You actively use AI in your workflow - you have opinions on what works, what doesn’t and where it’s heading
You consistently resolve complex technical issues with confidence and speed
You proactively refine key support processes
You think in systems: “how do we make the next ticket easier?”
You're a trusted cross-functional partner who people actively seek out
You stay deeply connected to the team despite working remotely - communicating proactively, flagging early, and showing up when it matters

What You Bring

5+ years in customer or technical support, within a B2B SaaS environment
Strong troubleshooting skills - you enjoy problem-solving and finding creative solutions
Currently using AI in your workflow, you know it's usefulness and limits
Still keep a human-in-the-loop mindset for customer-facing or escalation-critical work
Experience with customer support tools such as Zendesk, Intercom, Jira, Linear, others
Strong written and verbal communication skills
Curious, coachable, and driven to exceed goals
Startup-ready: adaptable, fast-moving, and hands-on
A genuine opinion and interest in AI and the future of work