Product Support Specialist

DISHER is partnering with a global supply chain solutions organization to build the support team for a new software product launching in early 2027.

About the role

As the Product Support Specialist, you’ll serve as the bridge between customers, Product, and Engineering. You’ll resolve user issues, document support patterns, and help build repeatable processes and a knowledge base for a scalable support model. You’ll work closely with Product, customers, and Customer Care to troubleshoot, route escalations, and turn user feedback into documentation that drives product and process improvements.

What you will do

• Differentiate, analyze, and troubleshoot user training issues, configuration problems, data quality issues, product defects, and enhancement requests to ensure proper routing and resolution.
• Classify support issues by severity and business impact; escalate confirmed defects and performance issues to Engineering or Product.
• Reproduce reported issues in a test environment and document findings to accelerate investigations and resolution.
• Keep customers informed throughout issue resolution with timely updates, expectation-setting, and confirmation of successful resolution.
• Create and refine the support knowledge base to empower users with self-service solutions.
• Collaborate with Product to improve the platform based on user feedback, ensuring long-term product reliability.
• Help define and refine support processes, ticket taxonomy, and SLAs as the product scales post-launch.
• Track support trends, response quality, resolution drivers, and recurring issue patterns to inform process improvements.
• Support onboarding for new enterprise accounts alongside Customer Support.

Requirements

• At least 2 years in a customer-facing support, customer success, or account support role, ideally for a B2B SaaS product.
• Experience using CRM/ticketing platforms (e.g., Freshdesk, HubSpot, Salesforce).
• Comfortable interpreting dashboards, reports, and operational data to investigate customer questions and validate expected application behavior.
• Experience supporting enterprise customers.
• Excellent written and verbal communication with the ability to explain technical concepts to non-technical users.
• Strong instinct for asking the right follow-up questions to uncover the root of an issue before involving other teams.
• Thrives in a fast-paced, evolving product environment where processes are still being established.
• Ability to work independently and be self-directed.
• Bachelor’s degree in Business or a related field.
• Must have the current and continuing right to work in the United States without restrictions or expirations.

Preferred Qualifications

• Familiarity with service logistics, supply chain, or field service operations.
• Basic SQL or data analysis skills.
• Experience building or maintaining a knowledge base/self-serve support content.
• Prior experience supporting a data or analytics product.

What it’s like to work here

This organization empowers high-performance teams to solve complex global challenges through creativity, partnership, and technology. Employees enjoy a supportive, collaborative environment where initiative and growth are celebrated. The team values proactive, adaptable members who can work independently while being responsive and communicative collaborators. You’ll have the opportunity to build something new from the ground up, establishing processes and setting the foundation for a scalable support operation as the product launches.