Product Support Specialist

• Serve as the main point of contact for users through email, chat, and occasional video calls
• Resolve technical and product-related questions
• Troubleshoot and guide customers through product workflows to maximize platform value
• Collaborate with Product, Engineering, and Customer Success by reporting recurring issues, sharing customer insights, and helping prioritize improvements
• Build and optimize support processes, internal playbooks, and customer-facing documentation
• Identify trends in customer queries and suggest proactive solutions to reduce incoming tickets and improve user experience
• Develop deep product knowledge and explain complex features in accessible, customer-friendly language
• Support new feature rollouts through release-note review, testing, and communication or documentation updates

• Hands-on experience in a customer-facing or support capacity, such as Customer Support Representative, Technical Support Specialist, or Customer Success Associate
• Comfortable using customer communication tools such as ticketing systems, CRM applications, or remote support tools (Zendesk, HubSpot, Pylon, or similar)
• Ability to investigate and troubleshoot product or technical issues, own resolution, and escalate when necessary
• Initiative, problem-solving ability, and follow-through until customers are fully satisfied
• Clear written and verbal communication, adapting tone to varied audiences
• Ability to thrive in fast-paced, collaborative environments and willingness to learn and grow with a high-growth SaaS company
• Located in EMEA and able to work comfortably within EMEA time zones
• Prior experience working remotely with distributed teams (nice to have)
• Familiarity or subject-matter expertise in sales enablement or B2B SaaS (nice to have)

• Nice work environment
• Competitive Salary
• Health Insurance
• Stock Options
• Annual Company Trip in a secret location