Amplemarket

Product Support Specialist

Amplemarket

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • Be the main point of contact for our users, communicating through email, chat, and occasional video calls to resolve technical and product-related questions.
  • Troubleshoot and guide customers through product workflows, ensuring they can get the most value out of our platform.
  • Collaborate with Product, Engineering, and Customer Success teams by reporting recurring issues, sharing customer insights, and helping prioritize improvements.
  • Contribute to building and optimizing support processes, internal playbooks, and customer-facing documentation to make troubleshooting more efficient.
  • Identify trends in customer queries and suggest proactive solutions to reduce incoming tickets and improve user experience.
  • Learn deeply about our product, becoming confident in explaining complex features in accessible, customer-friendly language.
  • Support the rollout of new features by reviewing release notes, testing, and preparing communication or documentation updates.

Requirements

  • You have hands-on experience in a customer-facing or support capacity (for example: Customer Support Representative, Technical Support Specialist, or Customer Success Associate).
  • You’re comfortable using customer communication tools such as ticketing systems, CRM applications, or remote support tools (Zendesk, HubSpot, Pylon, or similar).
  • You can investigate and troubleshoot product or technical issues, take ownership of resolution, and escalate when necessary.
  • You naturally take initiative, enjoy solving problems, and follow through until customers are fully satisfied.
  • You write and communicate clearly, adapting your tone to varied audiences.
  • You thrive in fast-paced and collaborative environments, and you’re eager to learn and grow with a high-growth SaaS company.
  • You’re located in LATAM or the US and can comfortably work within US time zones.
Benefits
  • Nice work environment
  • Competitive Salary
  • Health Insurance
  • Stock Options
  • Annual Company Trip in a secret location
  • and more!
Applicant Tracking System Keywords

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

Hard Skills & Tools
troubleshootingcustomer supporttechnical supportproblem-solvingproduct workflowscustomer communication
Soft Skills
initiativeclear communicationadaptabilitycollaborationcustomer satisfaction