About the role
Our fast-growing Customer Success team is looking forward to onboarding passionate technology enthusiasts to work with SpotDraft customers in identifying, resolving, and preventing product issues while using SpotDraft, your primary goal is to work with SpotDraft customers in identifying, resolving, and preventing product issues while using SpotDraft.
Your Mission:
- Troubleshoot and Resolve Issues: Use your expertise to solve customer problems quickly and efficiently.
- Collaborate: Work closely with our Product & Engineering teams to improve our product.
- Educate: Help customers understand the full potential of SpotDraft's solutions.
Your Mission:
As a Product Specialist at SpotDraft, you will:
- Resolve with depth — Debug across APIs, integrations, SSO, and network logs using DataDog, SUMO Logic, and Dynatrace. Own issues end-to-end.
- Use AI before you escalate — Apply LLM-based troubleshooting and prompt engineering to investigate faster, draft resolutions, and build help content.
- Drive product improvement — Synthesise patterns across tickets into tight, evidence-backed feedback for Engineering and Product. You're a signal source.
- Educate customers — Help customers unlock SpotDraft's full potential through walkthroughs, documentation, and proactive guidance.
Who you are:
- Experience: 1+ years as a Product Support Specialist or Product Support Engineer in SaaS-based applications.
- Tech Savvy: Proficient in using Developer Tools, Log analysis tools (DataDog, SUMO Logic, Dynatrace), and troubleshooting network-level logs.
- Integrations and Connectors Knowledge: Experience Setting-up and troubleshooting various integrations and connectors.
- API Knowledge: Deep understanding of HTTP error codes, API workings, and reading API payloads/responses.
- Database Skills: Experience with database applications and executing queries to retrieve data.
- SSO Expertise: Previous experience setting up Single Sign-On (SSO) setups.
- Prompt engineering awareness: LLM-based troubleshooting, and use AI tools to solve simple problems.
- Excellent Communicator: Impeccable communication and interpersonal skills, confident in working with senior executives from large enterprises.
- Flexible: Willingness to work in a 24/7 support environment.
We are an outcome-driven organisation and trust each other to drive outcomes whilst being audacious with our goals.
Our Core Values
- Our business is to delight Customers
- Be Transparent. Be Direct
- Be Audacious
- Outcomes over everything else
- Be 1% better every day
- Elevate each other
- Be passionate. Take Ownership
*SpotDraft is an equal-opportunity employer. Candidates will not be discriminated against based on race, ethnicity, colour, religion, caste, sex, gender identity, sexual orientation, national origin, veteran, or disability status.
