Product Support Specialist (Technical)

• Location: Remote
• Working Hours: Full-time, aligned with U.S. business hours. EST or CST preferred.
• Compensation: Based on experience.
• Start: This hire is part of a cohort. Selected candidates begin together on a shared start date.

We are a rapidly growing, venture-backed U.S. technology company building AI-powered revenue and engagement solutions for organizations in healthcare and senior living. Our platform helps sales and marketing teams automate workflows, convert more leads, and improve the customer journey through intelligent digital engagement.

With thousands of customers and billions in revenue influenced through our platform, we sit at the center of how these organizations connect with and convert their audiences. As we scale, our customer-facing team is central to keeping that experience strong.

This is a Product Specialist role, not a scripted support seat. The same person owns support, services, and onboarding, which means tickets rarely come with a macro or a documented answer attached. You are expected to take a problem that may be unfamiliar, figure out what is actually needed, and drive it to resolution using the resources available to you.

The team has strong internal resources, but they do not give black-and-white answers. Success in this role depends on being able to find those resources, read between the lines, and get a little creative to land a resolution. The hardest part of the job is not knowing the product on day one; it is the judgment and resourcefulness to handle situations you have not seen before.

You will work across Product, Engineering, Customer Success, and Implementation, acting as the connective tissue between customers and internal teams, and as the voice of the customer inside the company.

• Own tickets end to end across email, chat, and ticketing platforms (e.g., Zendesk, Intercom), including issues without a documented or scripted answer
• Diagnose what a customer actually needs, not just what they asked for, and drive it to resolution
• Translate complex technical concepts into clear, user-friendly explanations

• Resolve product issues related to platform configuration, integrations, and workflows
• Troubleshoot CRM integrations and data sync issues (e.g., HubSpot, Salesforce)
• Handle API-related inquiries and basic debugging
• Escalate genuinely complex issues to Engineering with clear documentation and context

• Guide customers through setup, configuration, and best practices during implementation
• Support services and onboarding work alongside day-to-day support, not as a separate hand-off
• Help customers get to value quickly and reduce friction in their first weeks

• Identify recurring issues and contribute to solutions that reduce long-term support volume
• Create and maintain help center articles, FAQs, and internal documentation
• Feed patterns and customer insight back to Product to shape future improvements

• 2-5+ years in a customer-facing role at a SaaS or tech-enabled company, where you owned problems rather than routed them. Experience beyond a scripted, macro-driven support queue is essential.
• Demonstrated ability to resolve unfamiliar or ambiguous issues independently, finding your own path to a resolution
• Hands-on experience with support platforms such as Zendesk, Intercom, or similar
• Strong familiarity with CRM systems such as HubSpot, Salesforce, or equivalent
• Comfort troubleshooting technical issues across integrations, data flows, and workflows, and the ability to understand APIs and basic scripting concepts (no heavy coding required)
• Excellent written and verbal English, at a professional, client-facing level
• Proven ability to manage multiple priorities and work independently in a fully remote environment

• Experience with tools such as Twilio, Zapier, Google Analytics, or similar platforms
• Background in healthcare, senior living, or another regulated industry
• Experience with project management tools like Asana, Trello, or Jira
• Prior experience supporting a global or fully remote team
• Exposure to services, implementation, or onboarding work, not just reactive support

You are resourceful first. When you hit something you have not seen before, your instinct is to dig in, not to escalate. You:

• Own a problem from start to finish and treat "figure out what is needed" as part of the job
• Are comfortable with ambiguity and can operate without a script, a macro, or a black-and-white answer
• Know how to find the right resources, read between the lines, and get creative to reach a resolution
• Adapt quickly to new situations and stay calm when the path is not obvious
• Communicate clearly and with empathy, and can translate technical detail into plain language
• Are organized and self-directed in a fully remote environment, and collaborate well across teams

This is the profile that succeeds here. Candidates whose experience is limited to tier-1, macro-driven ticket queues tend to struggle with the autonomy this role requires.