Senior Product Support Specialist

Electric

Product Support Specialist investigating and resolving customer-reported issues on Electric's SaaS platform. Engaging with technical and non-technical audiences in an innovative IT management platform.

Posted 6/8/2026full-timeRemote • Arizona, California, Colorado, Connecticut, Florida, Maine, Maryland, Massachusetts, Minnesota, Missouri, New Jersey, New York, North Carolina, Oregon, Rhode Island, South Carolina, Tennessee, Texas, Utah, Virginia, Wisconsin • 🇺🇸 United StatesSenior💰 $31 - $33 per hourWebsite

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

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

Hard Skills

technical supportcustomer supportSaaSbrowser console logsHTTP errorsapplication error messagesticketing systembug reproductiondocumentationerror output

Soft Skills

strong written communicationdetail-orientedmethodicalindependent workhighly organizedstrong time management

Tools & Technologies

Jira Service Management

Industry Keywords

customer-reported issuesconcurrent casesknowledge base articlesSupport leadershipcross-team collaboration

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

2+ years of experience in technical support or customer support for a SaaS or software product
Comfortable evaluating browser console logs, HTTP errors, and application error messages
Experienced working within a ticketing system (Jira Service Management preferred)
Strong written communicator
Detail-oriented and methodical
Able to work independently using documentation, internal tooling, and error output
Highly organized with strong time management

Benefits

Comp & perks

Flexible and generous PTO
Mental Wellness Days
Volunteer Days
Medical, Vision, Dental, and Orthadontia Coverage
401k
ESOP (Employee Stock Option Program)
Kindbody Membership for Family Planning
Pre-taxed Commuter Benefits
Generous Parental Leave
Paid medical, family, and military leave
Short and Long Term Disability
Employee Assistance Programs
Life Insurance funded by Electric
Training and career growth
Awesome team building events!