Product Support Specialist

Location: Missouri — 100% Remote

Job Type: Full Time

About the role

Smartly Technologies is adding a Product Support Specialist to its team supporting managed IT, cybersecurity, cloud services, software and web delivery, technical support, systems, data, projects, and customer service. The Product Support Specialist will diagnose and resolve application, system, or product-support issues. The opening is full time, fully remote, and open to candidates based in Missouri.

Responsibilities

• Receive and triage technical requests or incidents and gather the information needed to reproduce the issue.
• Troubleshoot application behavior, access problems, configuration issues, data errors, or user-reported failures.
• Document troubleshooting steps, findings, fixes, workarounds, and unresolved questions in the support system.
• Resolve issues within assigned access and authority and escalate defects or infrastructure problems with complete diagnostic information.
• Assist users with approved configuration, onboarding, account setup, or product-use questions.
• Monitor recurring issues and share patterns that may indicate a product, process, or knowledge-base improvement.

Requirements

• Strong troubleshooting, written communication, documentation, and customer-support skills.
• Comfort working with ticketing systems, web applications, logs, configuration tools, APIs, or databases.
• Ability to reproduce issues methodically and distinguish user, configuration, data, and product problems.
• Clear communication with technical and non-technical users.
• Good judgment about escalation and access-control boundaries.
• A pre-employment background check is required.

Pay

$66,000 - $75,000 per year