Lead end-to-end technical investigations on complex escalations, analyzing system behavior, workflows, integrations, and product interactions to identify root causes and determine appropriate resolution paths.
Reproduce reported issues across environments and validate system behaviors, gathering relevant evidence such as logs, configuration details, screenshots, and system outputs to build a complete picture before escalating.
Conduct objective root cause analysis to identify systemic issues and recommend targeted fixes that prevent recurrence, not just resolve the immediate case.
Create clear, detailed, and actionable Jira tickets that give Product and Engineering teams what they need to investigate, prioritize, and ship fixes efficiently.
Engage directly with providers or internal stakeholders when deeper technical troubleshooting or investigation is required.
Partner closely with Product, Engineering, and Program teams to drive resolution of customer-impacting issues while maintaining appropriate urgency and executive visibility for high-impact problems.
Translate support signals into actionable product insights - turning recurring pain points into prioritized recommendations that influence roadmaps and engineering backlogs.
Participate in release readiness reviews and sprint planning to anticipate support risks before they become customer issues.
Identify trends and recurring patterns across escalated cases, operational data, and support signals, and translate those insights into concrete recommendations for product, workflow, or process improvements.
Develop monthly and quarterly operational reporting that surfaces systemic issues, quantifies customer impact, and highlights opportunities for product and support improvements.
Drive operational improvement projects from idea through implementation, often identifying opportunities proactively based on observed customer issues, operational gaps, or emerging patterns.
Mentor and guide Technical Product Support Specialists on investigative approaches, troubleshooting strategies, and documentation practices - building team capability, not just individual expertise.

Requirements

5-7+ years of experience in technical product support, customer experience, or a related technical role within SaaS, contact center, or digital platform environments.
Experience supporting SaaS platforms or complex digital ecosystems with multiple integrated systems.
Proven ability to investigate and resolve complex technical issues involving system workflows, integrations, or product behavior - with a track record of getting to root cause, not just closing tickets.
Strong analytical and troubleshooting skills with the ability to independently drive investigations, form hypotheses, and validate them systematically.
Hands-on experience with log analysis, SQL queries, and API troubleshooting.
Experience creating well-structured Jira tickets or engineering requests that enable productive collaboration with Product and Engineering teams.
Demonstrated cross-functional influence: experience partnering with Product, Engineering, or Program teams to drive outcomes
Experience identifying patterns in support data or operational signals and translating those insights into measurable improvements to product workflows or support processes.
Track record of independently scoping and leading initiatives or operational improvements from concept through implementation
Excellent written and verbal communication skills with the ability to translate complex technical issues for both technical and non-technical audiences.
Strong organizational and time-management skills with the ability to manage multiple investigations, initiatives, and competing priorities simultaneously.
Proficiency with support and operational systems such as Salesforce, Jira, or similar ticketing platforms.
Strong documentation discipline with experience contributing to knowledge bases, operational guides, or technical documentation that others rely on.
Demonstrated curiosity and systems-thinking mindset, with the ability to explore unfamiliar technical problems and iterate toward solutions.
Experience with collaboration tools such as Slack, Microsoft Teams, or Google Meet.

Benefits

Paid time off (vacation, holidays, sick)
Medical/dental/vision insurance
401(k) to eligible employees
Participation in short-term incentive programs

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

log analysisSQLAPI troubleshootingroot cause analysistechnical investigationstroubleshooting strategiesdata analysissystem workflowsintegrationsoperational improvements

Soft Skills

analytical skillscommunication skillsorganizational skillstime-management skillscross-functional influencementoringcuriositysystems-thinkingproblem-solvingcollaboration