To enhance the quality and responsiveness of client-facing product support, the full-time Lead Product Support Specialist will assist in improving support workflows, technical triage, and user issue resolution while fostering a positive user experience in a hybrid work environment. Key responsibilities Assist in strengthening the product support and customer experience operating model, including triage and issue resolution workflows Support timely diagnosis and resolution of production issues related to product behavior, data quality, and system performance Champion user experience by providing clear communication and empathetic support during urgent and high-pressure situations Required qualifications 7+ years of experience in product support, technical support, or related functions supporting software and data products Strong technical curiosity with the ability to diagnose complex issues across various product and data layers Experience with support platforms such as Zendesk or Jira Service Management Ability to communicate effectively with both technical and non-technical stakeholders Familiarity with support operations metrics and experience identifying recurring issue patterns for process improvements