Software Product Support Specialist

About the role

We are seeking a driven, customer-centric Software Product Support Specialist to join our dynamic team. In this role, you will act as the primary technical bridge between our clients and our internal product and engineering teams. You will troubleshoot complex software issues, provide stellar customer service, and ensure our users get the absolute maximum value out of our product suite. If you are a natural problem-solver who loves technology and helping people succeed, we want to hear from you!

Responsibilities

• Respond to incoming customer inquiries via phone, ticketing systems, and email in a timely and professional manner.
• Investigate, reproduce, and diagnose software bugs, integration issues, and user errors using logs, developer tools, and database queries.
• Partner closely with tech Ops to escalate unresolved bugs and track them through to resolution.
• Create, update, and maintain comprehensive documentation, click instructions, software version descriptions, FAQs, and troubleshooting guides for both internal teams and external customers.
• Represent the voice of the customer internally, sharing user feedback and pain points to help drive product improvements and feature roadmaps.
• Help new users understand product features, best practices, and configuration workflows to ensure seamless adoption.

Requirements

• 1–3 years of experience in a technical support, customer success, or software troubleshooting role (SaaS environment preferred).
• Familiarity with web technologies (HTML, CSS, JavaScript basics), REST APIs, and database querying (SQL).
• Proficiency with support tools and ticketing systems.
• Exceptional written and verbal communication skills with the ability to translate complex technical concepts into clear, non-technical language for everyday users.
• Strong analytical skills and a methodical approach to debugging and troubleshooting software issues.

Qualifications

• Associates or Bachelor's degree in a related field (or equivalent practical experience).