Product Support Specialist

About the role

The Product Support Specialist acts as a key point of contact between the Product, Tech, Customer Success and Sales teams, helping them understand and resolve product-related questions and issues while keeping product knowledge up to date. It is a role where you can learn and grow into a product-focused position; curiosity, ownership and quick learning matter more than knowing everything from day one.

Key responsibilities

• Follow and manage product-related tickets, making sure issues are understood, followed up and resolved or escalated.
• Support Customer Success and Sales teams with product and technical questions.
• Stay up to date with new features and changes by following the product closely.
• Take ownership of product topics when the relevant team member is unavailable, so important follow-ups are not lost.
• Investigate recurring issues and look for opportunities for better documentation, training or product improvements.
• Translate customer and business needs into clear information for Product and Tech teams.
• Support product trainings and improve internal product knowledge.
• Work with global teams when needed on product topics and local feedback.

Required profile

• Fluent written and spoken English is essential.
• 1-2 years of professional experience, ideally in product support, customer support, technical support, operations, SaaS or a similar environment.
• Genuine interest in digital products and technology; no developer background required.
• Strong communication, problem-solving, analytical and organizational skills, and a proactive, independent approach.

Required skills

• Comfortable working with tickets, support tools and different stakeholders.
• Ability to explain technical or product topics clearly.
• Ability to investigate issues before escalating them and to manage multiple topics and follow-ups.
• Nice to have: SaaS or digital product experience, tools such as Jira, Salesforce or Zendesk, basic understanding of web applications or technical troubleshooting, and experience working with Product or Engineering teams.