Product Support Specialist

📋 Description

• Own the customer support experience for product questions in a SaaS environment.
• Serve as first point of contact via chat and other channels, offering clear, empathetic solutions.
• Investigate issues by reviewing logs, identifying patterns, and documenting bugs with
• Perform quality checks before releases to stay informed on new features.
• Create and improve knowledge base resources and product communications.
• Improve support workflows to boost efficiency and satisfaction.

🎯 Requirements

• 1-4 years in customer-facing technical support in a SaaS company.
• Familiarity with AWS, Google Cloud, or Azure; APIs; Zendesk or Intercom.
• Ability to extract/analyze information using SQL for issue investigation.
• Strong problem-solving; able to collaborate with engineering without coding.
• Excellent written and verbal English communication; skilled documentation.
• Ownership mindset; takes responsibility from identification to resolution.

🎁 Benefits

• Fully remote work environment with virtual office access.
• Competitive local salary; equity package.
• Mentorship from leaders/investors/experts.
• Annual personal development budget (€1,000).
• Home office budget and access to coworking spaces.
• 26 days of annual leave plus local holidays.