Product Support Specialist

11 hours ago

Hyderabad City Taluka, Pakistan beBeeSupport Full time $90,000 - $120,000
Job Description

We are seeking a highly skilled Product Support Specialist to join our team.

About the Role

This is an exciting opportunity for a professional with experience in technical product support to own and shape our product support function.

  • Owning real-time customer interactions via chat, responding with empathy and speed.
  • Analyzing issues, reviewing logs, querying databases, and escalating when needed, requiring solid SQL foundations.
  • Creating and maintaining knowledge base articles, videos, and internal documentation to shape how we do support.
Responsibilities
  1. Handle real-time customer interactions, providing empathetic and timely responses.
  2. Identify and resolve issues using log analysis, database queries, and escalation when necessary.
  3. Run pre-release checks to ensure product stability and stay current on new features.
  4. Develop and maintain knowledge base content, including articles, videos, and internal documentation.
  5. Design workflows, tools, and best practices to optimize support processes.
  6. Train Customer Success Managers on product features and common issues.
  7. Establish standards for future support hires and help scale the function.
Requirements

Applicants should have 2-5 years of experience in technical product support in a B2B SaaS environment, be comfortable analyzing logs and databases using SQL, and possess excellent communication skills in English to explain technical details clearly.

What We Offer
  • 100% remote work with a virtual office.
  • Competitive salary that is at or above market rates.
  • Generous equity package.
  • 26 days holiday + local public holidays.
  • Comprehensive health coverage.
  • €1,000 annual personal development budget.
  • Remote workspace budget and access to co-working spaces.
  • Annual retreat to build connections and inspire ideas.
  • LATEST TECH EQUIPMENT, INCLUDING MACBOOK, MONITORS, AND HEADPHONES.
  • Company-wide events to build relationships and have fun.
  • Access to world-class mentors through top VC backing.

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