Product Support Specialist

Who We Are:

Every industry has a moment when technology finally catches up to the people doing the work.

We are building that moment for legal.

Neostella creates connected legal technology that brings together the data, workflows, and systems legal teams rely on every day.

Our platform helps firms move faster, collaborate more effectively, and focus on delivering stronger outcomes for their clients.

We believe the legal industry deserves more from its technology. That belief drives us to challenge the status quo and build systems designed for the way modern teams actually work.

We build with courage and measure our work by the impact it creates for our customers.

Recognized as one of Forbes’ Best Startup Employers in the Americas for 2026, we are growing with people who want their work to matter.

If you want to build software that changes how an industry operates, you belong here. As we continue to expand, we are seeking a Product Support Specialist to join our team!

Why this role matters right now:

As Neostella continues to grow, so does the number of customers relying on our products every day to run critical business processes. When questions arise, issues occur, or users need guidance, they need fast, knowledgeable, and reliable support from someone who understands both the product and the customer experience.

As a Product Support Specialist, you will serve as the first line of support for Neostella's products, helping customers navigate issues, answer questions, and get the most value from our solutions. You'll play a critical role in maintaining customer satisfaction while working closely with Product and Development teams to ensure more complex issues are properly escalated and resolved.

This is an opportunity to join a fast-growing organization where your impact is visible, your contributions matter, and your career growth potential is significant.

What you'll own:

You will be responsible for managing incoming product support requests and ensuring customers receive timely, accurate, and professional assistance. You'll serve as the bridge between customers and internal teams, helping resolve issues efficiently while maintaining a high standard of service.

You'll work closely with other Support Specialists, Product Managers, and Development teams to troubleshoot issues, identify recurring patterns, improve documentation, and contribute to a better overall customer experience.

You'll also help strengthen our support operations by maintaining accurate records, documenting solutions, and ensuring knowledge is shared across the organization.

What you bring:

We're looking for someone who enjoys solving problems, helping customers, and working through technical challenges with a structured and analytical approach.

You are naturally curious and enjoy investigating issues to identify root causes rather than simply addressing symptoms. You communicate clearly and professionally, making complex technical concepts easy for customers to understand.

You are organized, detail-oriented, and able to manage multiple requests simultaneously without sacrificing quality. You understand the importance of responsiveness, documentation, and follow-through when supporting customers.

Most importantly, you're eager to learn, collaborate with cross-functional teams, and grow your technical expertise in a fast-paced SaaS environment.

Key Responsibilities:

• Serve as the first point of contact for product support inquiries.
• Respond to tickets, emails, chats, or calls in a professional and timely manner.
• Log, monitor, and categorize incoming support requests across supported product lines.
• Apply standard operating procedures (SOPs) to resolve common technical issues.
• Perform initial diagnosis and troubleshooting of application-related problems.
• Escalate complex or unresolved issues to Product and Development teams support using established protocols.
• Document troubleshooting steps and outcomes in the knowledge base.
• Support customers with product-related questions, configurations, and basic usage guidance.
• Collaborate with the team to ensure compliance with service level agreements (SLAs).
• Participate in team meetings to share updates, recurring issues, and opportunities for improvement.

• 1-3 years of experience in a product support role
• Solid background or experience in IT Support functions.
• B2–C1 level proficiency in English (written and spoken).
• Strong knowledge of Neostella products and related technical terminology (AWS, SharePoint, Dropbox).
• Experience creating, updating, and maintaining knowledge base articles and internal documentation.
• Strong written communication skills with the ability to translate technical issues into clear, customer-friendly explanations.
• Proven ability to analyze issues, identify root causes, and apply effective solutions.
• Strong organizational skills and ability to prioritize tasks under pressure.
• Excellent attention to detail in work and communication.
• Willingness to work on Colombian holidays. 
• Completion of an assessment is required.

Nice to Have:

• Familiarity with ticketing systems (e.g., Zendesk, Jira, ServiceNow).
• Basic understanding of cloud platforms, file-sharing systems, UI Support of SaaS platform offerings.
• Interest in developing skills in APIs, JSON, or scripting languages.
• Familiarity with spreadsheets (particularly Google Sheets) and experience working with Confluence documentation.