Jobgether
Product Support Specialist
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Product Support Specialist
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Product Support Specialist based in United Kingdom.
This role offers the opportunity to become a key contributor to a growing product support function within a fast-paced SaaS environment.
You will act as the bridge between customers, product teams, and engineering, ensuring users receive fast and effective solutions.
The position combines technical problem-solving, customer communication, documentation, and process improvement. You will help shape support operations, establish best practices, and improve how customers experience the product.
Working closely with cross-functional teams, you will contribute to product quality, customer satisfaction, and continuous improvement.
This is an ideal opportunity for someone who enjoys ownership, learning new technologies, and making a visible impact in a scaling organization.
Accountabilities
As a Product Support Specialist, you will:
- Own the customer support experience for product-related questions while helping build scalable support processes and resources.
- Serve as the first point of contact for product-related inquiries through chat and other support channels, providing clear, empathetic, and efficient solutions.
- Investigate customer issues by reviewing logs, identifying patterns, documenting bugs, and collaborating with Product and Engineering teams to ensure effective resolution.
- Perform quality checks before product releases to stay informed about new features and ensure a smooth customer experience.
- Create, maintain, and improve knowledge base resources, including help center articles that make complex product topics easier to understand.
- Produce product communication materials, including feature update videos and announcements that help users understand and adopt new functionalities.
- Continuously improve support workflows and processes to increase efficiency and enhance customer satisfaction.
- Act as a product expert by supporting Customer Success teams with product training, troubleshooting guidance, and best practices.
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Requirements:
- The ideal candidate has experience supporting technical products in a B2B SaaS environment and combines strong communication skills with analytical thinking and a customer-focused mindset.
- 1-4 years of experience in customer-facing technical support or a similar role within a SaaS company.
- Familiarity with cloud platforms such as AWS, Google Cloud, or Microsoft Azure, as well as APIs and support platforms like Zendesk or Intercom.
- Ability to extract and analyze information using SQL to investigate issues and support decision-making.
- Strong problem-solving skills with the ability to analyze technical issues and collaborate with engineering teams without requiring hands-on coding.
- Excellent written and verbal English communication skills, with confidence interacting with customers and creating detailed documentation.
- Strong ownership mindset, taking responsibility for customer issues from identification through resolution and documentation.
- Ability to thrive in a fast-moving startup environment, quickly learn new tools, and proactively improve processes.
Benefits:
- The company provides a flexible, remote-first environment with strong support for professional growth, employee wellbeing, and long-term ownership.
- Fully remote work environment with access to a virtual office space.
- Competitive local salary package aligned with market standards.
- Equity package, allowing employees to share in the company’s long-term success.
- Access to mentorship from experienced leaders, investors, and industry experts.
- Annual personal development budget of €1,000.
- Home office budget and access to co-working spaces.
- 26 days of annual leave plus local public holidays.
- Comprehensive health insurance coverage.
- Annual company retreat and team events to strengthen collaboration and relationships.
- Latest technology equipment, including laptop, monitors, and headphones.
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How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Why Apply Through Jobgether?
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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