Senior Product Support Specialist

📋 Description

• Investigate, triage, and resolve customer issues across SaaS and desktop apps.
• Handle a high volume of concurrent cases with disciplined follow-up.
• Reproduce and document bugs with enough detail for Engineering.
• Evaluate browser logs, network requests, and errors to isolate cause.
• Escalate complex issues to Senior Specialists or Engineering with context.
• Document actions and outcomes to keep the team informed.

🎯 Requirements

• 2+ years of SaaS or software support experience.
• Comfortable evaluating browser logs and HTTP errors.
• Experience with a ticketing system (Jira preferred).
• Strong written communicator; explain issues clearly.
• Detail-oriented and methodical; document actions.
• Able to work independently and resolve most issues before escalation.

🎁 Benefits

• Flexible and generous PTO
• Mental Wellness Days
• Medical, Vision, Dental coverage
• 401k and ESOP
• Kindbody Membership for Family Planning
• Pre-taxed Commuter Benefits