Product Support Specialist
Core
First point of contact for product-related inquiries, designing support processes, and serving as a technical product expert for a B2B SaaS security compliance automation platform.
Role type
Senior IC Product Support Specialist
Builds
Customer support operations, knowledge base, and feature adoption communications for security compliance automation
Domain
B2B SaaS / Cybersecurity Compliance
Deliverable
dashboards & analysis
Required skills
SQL, cloud platforms (AWS/GCP/Azure), support tools (Zendesk/Intercom), technical troubleshooting, process design, knowledge base creation, video production, training
Preferred skills
B2B SaaS background, startup experience, proactive ownership
Technologies
SQL, AWS, Google Cloud, Microsoft Azure, Zendesk, Intercom, Gather
Responsibilities
Respond to product queries via chat, document bug reports and identify recurring issues, perform pre-release QA checks, update knowledge base and create help articles, create videos for new feature releases, refine support processes, train Customer Success Managers
Seniority
Mid-level, hands-on IC