Technical Product Support Specialist

Role Overview

As a Technical Product Support Specialist, you will play a key role in enabling smooth product adoption and delivering a high-quality support experience for our customers. You will handle technical product queries, troubleshoot issues, and work closely with engineering, product, and customer success teams to resolve problems efficiently.

This role sits at the intersection of technology, customer experience, and process ownership and is ideal for someone who enjoys problem-solving, learning complex systems, and acting as the voice of the customer internally.

Key Responsibilities

Serve as the first point of contact for customer product and technical queries via email, chat, and calls
Troubleshoot common SaaS issues including login and access problems, feature usage questions, configuration errors, and basic integration challenges
Manage support tickets end-to-end and ensure timely resolution in line with defined SLAs
Escalate complex or recurring technical issues to engineering or product teams with clear documentation, logs, and reproduction steps
Collaborate closely with Customer Success Managers to support customer onboarding, adoption, and ongoing usage
Maintain and regularly update customer-facing documentation, FAQs, help articles, and knowledge base content
Gather customer feedback, identify recurring issues or gaps, and share actionable insights with product and engineering teams
Ensure a consistent, reliable, and high-quality support experience for mid-market and enterprise customers

Skills and Qualifications

Bachelor's degree in a technical or engineering-related field such as Computer Science, IT, or Engineering
2–3 years of experience in SaaS product support, technical support, or application support roles
Strong analytical and troubleshooting skills with a structured problem-solving approach
Ability to quickly understand product workflows and explain technical concepts in simple, customer-friendly language
Hands-on experience with support or ticketing tools such as Zendesk, Freshdesk, Jira, or similar platforms
Strong written and verbal communication skills with a customer-first mindset
Familiarity with SaaS products, web applications, and basic system integrations

Ideal Candidate

Has a strong technical mindset and enjoys understanding how products work in depth
Is comfortable working with engineers and can clearly articulate issues, edge cases, and customer pain points
Thrives in a fast-paced, evolving environment and can manage multiple tickets and priorities at once
Is detail-oriented, process-driven, and takes ownership of issues until resolution
Views support as an opportunity to improve both the product and the overall customer experience
Is eager to grow into roles such as Customer Success, Solutions Engineering, or Product Operations

Nice to Have

Exposure to AI, EdTech, or enterprise SaaS platforms
Working knowledge of APIs, SSO, LMS, or CRM integrations
Experience creating help guides, product walkthroughs, or customer training materials

Why Join Us

Opportunity to work in a fast-growing AI SaaS company transforming enterprise learning
Direct exposure to enterprise customers and real-world SaaS adoption challenges
Collaborative culture with clear growth paths into Customer Success, Solutions Engineering, or Product Management
Chance to contribute to innovative, AI-driven products shaping the future of corporate learning