Product Support Specialist

Element451 is transforming how colleges and universities engage, recruit, and enroll students with our AI-powered, all-in-one CRM and Admissions Marketing Platform (AMP) — a scalable, data-driven solution built for modern higher education. We partner with hundreds of institutions to help them connect with the right students at the right time.

We're looking for a Product Support Specialist to join our Customer Care team. This is a frontline support role for someone who thrives in complexity. You'll manage a high volume of incoming tickets while delivering strong technical troubleshooting, clear customer communication, disciplined triage and escalation, and continuous improvement of our knowledge base and AI-enabled ticket deflection.

This is not a basic helpdesk or call-center role. Our products are deep, and the issues that reach you are rarely the same twice. You'll support customers across two distinct platforms — Element451 and Encoura Connect — and be expected to ramp on both.

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  Manage multiple concurrent customer issues while balancing speed, accuracy, and empathy, primarily through in-app live chat.

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  Work within SLA, severity, escalation, and customer-impact guidelines.

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  Investigate the deep end of the product: reproduce problems, examine data, imports/exports, workflows, and application configurations, and isolate root cause before responding.

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  Provide clear reproduction steps, business impact, screenshots, logs, and supporting detail when escalating verified bugs to Engineering.

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  Recognize recurring ticket patterns and translate them into knowledge-base improvements, reusable responses, product feedback, or ticket-deflection opportunities.

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  Communicate with customers during urgent, ambiguous, or high-friction situations while remaining calm, professional, and solution-oriented.

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  Demonstrate sound judgment when handling customer data, screenshots, logs, account information, and confidential details.

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  Stay current on product releases, known issues, customer workflows, and support best practices across both platforms.

• 3+ years of experience in SaaS product support, technical support, or a similar customer-facing support role.

• Experience managing a high volume of support tickets in a queue-based environment.

• Strong troubleshooting skills — you investigate, document, and resolve novel issues while identifying root cause.

• Excellent written communication skills; you can break complex technical subjects into clear, simple explanations.

• Strong judgment around prioritization, escalation, urgency, and customer impact.

• Experience using ticketing systems, knowledge-base tools, CRM systems, or support platforms.

• High emotional intelligence and ability to convey empathy in support interactions.

• Ability to create and maintain clear documentation, support notes, and reusable knowledge content.

• Comfortable working remotely with strong self-management, accountability, and follow-through.

• Curious, resourceful, and willing to ramp on new products, systems, workflows, and tools.

• Positive, collaborative approach with a strong desire to help customers and teammates succeed.

• Experience supporting a B2B SaaS product in higher education or CRM.

• Understanding of APIs, logs, integrations, data flows, or technical troubleshooting tools.

• Familiarity with Intercom, Linear, or similar support and issue-tracking tools.

• Experience with Zapier or other workflow automation tools.

• Knowledge of Student Information Systems (SIS) and higher education data structures.

Within the first 90 days, you'll independently manage a full support queue across both Element451 and Encoura Connect — prioritizing appropriately, communicating clearly, and following through without hand-holding. You'll demonstrate sound escalation judgment, contribute to knowledge-base content, identify recurring ticket patterns, and use AI tools responsibly to improve support efficiency, documentation quality, and ticket deflection.