Product Support Specialist (Technical Support)

Location: Remote

Working Hours: Full-time, aligned with U.S. time zones (EST/CST preferred)

Compensation: Based on Experience

About the Company 

We are a fast-growing, venture-backed technology company building AI-powered revenue and engagement solutions for organizations in the healthcare and senior living space. Our platform enables sales and marketing teams to automate workflows, improve lead conversion, and enhance the overall customer journey through intelligent digital engagement tools.

With thousands of customers and billions in revenue influenced through our platform, we are at the forefront of transforming how organizations connect with and convert their audiences.

About the Role

We are seeking a Product Support Specialist to serve as a critical link between our customers and internal teams. This role goes beyond traditional customer support — you will troubleshoot technical issues, guide customers through product configurations, and collaborate cross-functionally with Product, Engineering, and Customer Success teams.

This is an ideal opportunity for someone who combines strong customer communication skills with technical aptitude, and thrives in a fast-paced SaaS environment.

What You’ll Be Responsible For

Customer Support & Issue Resolution

• Manage and respond to a queue of support tickets via email, chat, and ticketing platforms (e.g., Zendesk, Intercom)


• Deliver timely, empathetic, and high-quality support to a diverse customer base


• Translate complex technical concepts into clear, user-friendly explanations

Technical Troubleshooting

• Diagnose and resolve product issues related to platform configuration, integrations, and workflows


• Troubleshoot CRM integrations and data sync issues (e.g., HubSpot, Salesforce)


• Assist with API-related inquiries and basic debugging when needed


• Escalate complex issues to Engineering with clear documentation and context

Product & Documentation Support

• Create and maintain help center articles, FAQs, and internal documentation


• Identify recurring issues and contribute to long-term solutions that reduce support volume


• Provide feedback to Product teams to help shape future improvements

Cross-Functional Collaboration

• Partner closely with Customer Success, Implementation, Product, and Engineering teams


• Support onboarding and implementation efforts by guiding customers through setup and best practices


• Act as the voice of the customer internally

What We’re Looking For

Core Requirements

• 2–5+ years of experience in a customer-facing support role within a SaaS or tech-enabled company


• Experience using support platforms such as Zendesk, Intercom, or similar


• Strong familiarity with CRM systems such as HubSpot, Salesforce, or equivalent


• Excellent written and verbal English communication skills (professional, client-facing level)


• Proven ability to manage multiple tickets and prioritize effectively in a fast-paced environment

Technical Aptitude

• Comfortable troubleshooting technical issues, including integrations and workflows


• Ability to understand APIs, data flows, and basic scripting concepts (no heavy coding required)


• Strong problem-solving mindset with attention to detail

Soft Skills

• Customer-first mindset with a proactive and resourceful approach


• Strong organizational and time management skills


• Ability to work independently in a remote environment while collaborating across teams

Nice-to-Have Qualifications

• Experience working with tools such as Twilio, Zapier, Google Analytics, or similar platforms


• Background in healthcare, senior living, or other regulated industries


• Experience with project management tools like Asana, Trello, or Jira


• Previous experience supporting a global or fully remote team

What Success Looks Like

• Consistently delivering fast, accurate, and high-quality support to customers


• Effectively resolving technical issues with minimal escalation


• Improving customer satisfaction and reducing repeat issues


• Contributing to scalable documentation and internal processes


• Acting as a trusted partner to both customers and internal teams

Why Join

• Work with a high-growth, innovative SaaS company leveraging AI to transform a massive industry


• Fully remote team with strong cross-functional collaboration


• Opportunity to grow into more technical, product, or customer success roles over time


• Make a direct impact on customer experience and product evolution