Product Support Associate

📋 Description

• Own escalation cases end to end - triaging incoming issues from internal teams and customers
• Ensure accuracy and clarity in every resolution: small errors here have outsized downstream impact
• Build fluency across the systems that matter for troubleshooting and backend tools (e.g., Datadog
• Serve as a clear, responsive point of contact for the internal teams and customers who filed the
• Get on the phone with customers when a case calls for it, walking them through a solution or
• Meet defined service levels for response and resolution time, and hold yourself accountable to

🎯 Requirements

• 1-3 years of experience in customer support, technical support, operations, or a related
• Comfortable working in Salesforce or equivalent case management/help desk software
• Strong analytical instincts and technical curiosity - you can navigate unfamiliar systems and
• Excellent written and verbal communication, with the ability to explain a resolution clearly to
• Highly organized, with a strong sense of ownership over open cases and follow-through on commitments