Product Development Specialist
2 days ago
This position is responsible for building and shaping the product support function. The successful candidate will own real-time customer interactions, analyze issues, review logs, query databases, and escalate when needed.
Key Responsibilities:- Customer Interaction: Respond to customers in a timely and empathetic manner.
- Troubleshooting: Analyze issues, review logs, query databases, and escalate when necessary.
- Knowledge Creation: Develop and maintain knowledge base articles, videos, and internal documentation.
- Process Optimization: Design workflows, tools, and best practices for the support function.
- Team Enablement: Train Customer Success Managers on product features and common issues.
- Leadership: Set the standard for future support hires and help scale the function.
You will work closely with engineering teams to resolve complex issues and take ownership of customer problems from start to finish.
Requirements:- 2–5 years of experience in technical product support.
- Proficiency in analyzing logs and databases using SQL.
- Experience with support tools like Intercom or Zendesk.
- Excellent communication skills in English.
- Proactive, organized, and able to thrive in fast-paced environments.
- Bonus: Experience troubleshooting API and integration issues.
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