Product Support Specialist

About the role

The Product Support Specialist is responsible for keeping our photobooth product running smoothly in the field. You’ll monitor live booth performance, catch issues in real time, and resolve them quickly to protect the guest experience. This role acts as the “eye in the sky” during events—supporting field teams, troubleshooting issues, and stepping in to handle customer support when needed.

Responsibilities

• Real-time monitoring of all active booths to ensure uptime and performance
• Troubleshooting and resolving technical issues quickly and accurately
• Supporting field teams and customers during live events and escalations
• Logging, tracking, and documenting all issues for visibility and analysis
• Managing escalations and ensuring smooth handoffs across shifts
• Executing live booth updates and configuration changes during events

Requirements

• You stay calm and focused in fast-paced, high-pressure situations
• You enjoy solving problems in real time and figuring things out quickly
• You communicate clearly and confidently, especially during live issues
• You’re highly organized and detail-oriented with strong follow-through
• You take ownership and don’t wait to be told what to do

Qualifications

• Education: High school diploma or equivalent required
• Experience: Experience in technical support, operations, or live event environments preferred; experience troubleshooting software, hardware, or connectivity issues is a plus

Skills

• Strong problem-solving and critical thinking skills
• Ability to multitask and prioritize in real time
• Clear verbal and written communication
• High attention to detail and process adherence

Tools & Software

• Familiarity with ticketing systems, communication tools (Slack), and remote support tools
• Comfortable learning new systems and workflows quickly

Perks & Benefits

• Medical, Dental & Vision Insurance
• 401k Plan
• Short & Long Term Disability
• Paid Parental Leave
• PTO + Holidays
• Professional Development Opportunities
• Unlimited Photobooth Photo Sessions (of course! 📸)