Senior Product Support Specialist

Focused on stakeholder management, the full-time Senior Product Support Specialist will perform in-depth functional analysis and issue resolution, manage critical customer incidents, and maintain customer relationships while working remotely. Key responsibilities Perform in-depth functional analysis and issue reproduction, ensuring customer satisfaction through effective resolution action plans Handle critical customer incidents and manage escalations while maintaining SLA commitments Interface with Engineering teams to coordinate fixes for complex incidents and contribute to the internal knowledge base Required qualifications Bachelor's degree in Computer Science, Information Systems, or a related IT field, or equivalent experience Minimum 2 years of experience in Level 2 Customer Support in SaaS and/or On-Prem environments Proven ability to manage complex customer situations, including sensitive or critical cases Good working knowledge of databases and SQL Familiarity with case tracking tools such as Zendesk or Jira