Electric

Customer Support

• Investigate, triage, and resolve customer-reported issues across Electric's SaaS platform and desktop applications
• Handle a high volume of concurrent cases with disciplined follow-up
• Reproduce and document product bugs with enough technical detail
• Evaluate browser console logs, network requests, and application errors
• Escalate complex or unresolvable issues to Senior Specialists or Engineering
• Complete technical tasks submitted by Customer Success Managers
• Contribute to internal and external knowledge base articles
• Identify and surface patterns in customer issues to Support leadership
• Work across teams — CS, Product, Engineering

Senior Product Support Specialist

Product Marketing

• Lead cross-functional marketing initiatives through agile project management, ensuring that campaigns and materials are developed efficiently and align with business objectives.
• Own the messaging and positioning of the Electric solutions, synthesizing complex product capabilities into compelling narratives that drive adoption.
• Develop and manage a strategic portfolio of assets, including one-pagers, sell sheets, FAQs, partner pitch decks, and competitive battle cards that arms sales teams to win.
• Foster a data-driven marketing culture, leveraging competitive analysis, customer feedback, and campaign performance data to inform marketing strategies.
• Manage product update communications to clients and prospects.
• Use a combination of quantitative and qualitative data to prioritize marketing initiatives and measure the effectiveness of partner adoption campaigns and product positioning efforts.
• Align with the marketing team to develop product nurture campaigns designed to drive partner customer adoption and engagement with the platform.
• Define detailed campaign briefs, content requirements, and success metrics in collaboration with marketing, design and analytics teams, covering messaging frameworks, audience and targeting.
• Align with the marketing team for development and execution of a full marketing campaign lifecycle, ensuring timely delivery of high-impact marketing assets.

Product Marketing Manager

Manager

• Hire, onboard, and ramp Support Specialists to productivity quickly
• Work closely with Support Specialists to troubleshoot, unblock, and resolve customer issues
• Run regular 1:1s, team meetings, and performance conversations with consistency and care
• Coach individuals to team metrics and SLAs — celebrate wins, address gaps early
• Build and deliver training programs that sharpen product knowledge and support skills
• Serve as an escalation point for complex or sensitive customer issues
• Analyze support data to identify trends and areas for improvement
• Maintain up-to-date knowledge of company products and services
• Collaborate with product development teams to address product issues and customer feedback
• Create and maintain documentation for support procedures
• Foster an inclusive, high-trust team culture where people feel supported to do their best work

Senior Product Support Specialist

Product Marketing Manager

Product Support Manager