Product Support Specialist - Tier 1 and Tier 2

Remote
Full Time
Mid Level
Overview:

Are you a natural problem-solver who thrives on helping customers succeed? Do you want to be the technical expert for a cutting-edge SaaS platform? We are looking for a Product Support Specialist to join our dedicated team and become a key player in ensuring our customers have a world-class experience.

In this role, you won't just be answering tickets. You will be the bridge between our customers and our Engineering team, diagnosing complex issues, and ensuring the reliability of a platform that supports critical business operations. If you're passionate about technology and customer advocacy, we want to talk to you.

What You'll Do

  • Be the First Responder: Serve as the primary technical contact for customers, providing expert Tier 1 and Tier 2 support to resolve their challenges.

  • Own the Investigation: Triage, prioritize, and resolve incidents using ServiceNow, ensuring you meet and exceed service level agreements (SLAs).

  • Become a Super Sleuth: Troubleshoot a wide range of issues across the application, from configuration and integrations to data and performance problems.

  • Collaborate with Engineering: Escalate complex issues directly to the Engineering team using Azure DevOps. You’ll provide clear documentation, logs, and reproduction steps to ensure a swift resolution.

  • Dive into the Cloud: Help troubleshoot our SaaS applications running in Microsoft Azure by checking system status and reviewing logs to pinpoint issues.

  • Drive Continuous Improvement: Participate in major incident response, contribute to root cause analysis, manage change requests, and help build out our technical knowledge base in ServiceNow.

  • Communicate with Clarity: Keep customers informed and confident with clear, professional communication regarding issue status, resolutions, and expectations.

What You'll Need (Required Qualifications)

  • 1-4 years of experience in a Technical Support, Helpdesk, or SaaS Application Support role.

  • Strong hands-on experience with a modern service desk tool like ServiceNow.

  • Experience supporting cloud-hosted SaaS applications (experience with Microsoft Azure is a major plus).

  • A proven ability to troubleshoot and analyze complex technical problems.

  • A basic understanding of how web-based applications communicate (HTTP/S, REST APIs, JSON).

  • Excellent written and verbal communication skills—you can make complex topics simple.

Bonus Points For (Preferred Qualifications)

  • ITIL Foundation certification.

  • Basic SQL or experience troubleshooting data-related issues.

  • Experience supporting enterprise-level or B2B SaaS platforms.

WiredPeople provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, WiredPeople complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
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