Serving as a critical point of contact for customers, the full-time remote Product Support Specialist will diagnose and resolve product-related issues, manage customer inquiries, and collaborate with internal teams to enhance product adoption and support experience. Key responsibilities Diagnose, troubleshoot, and resolve technical and functional issues related to the supplier.io platform while managing a queue of open cases Guide customers through product features and configurations to maximize platform adoption and value realization Create and maintain high-quality support documentation, including FAQs and troubleshooting guides, while contributing to process improvements Required qualifications 4-6 years of experience in product support, technical support, or customer success within a SaaS or enterprise software environment Proficiency in SQL for querying databases and familiarity with REST APIs and API testing tools such as Postman Experience with CRM and ticketing systems like Salesforce, Zendesk, or Jira Service Management Strong analytical and problem-solving skills with the ability to manage multiple cases simultaneously Excellent written and verbal communication skills in English, with a focus on simplifying technical information for non-technical audiences