Product Support Specialist

Element451

Product Support Specialist engaging in technical troubleshooting and customer interaction across AI-powered platforms. Managing a high volume of support tickets with a focus on continuous improvement.

Posted 6/19/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Manage multiple concurrent customer issues while balancing speed, accuracy, and empathy, primarily through in-app live chat.
Work within SLA, severity, escalation, and customer-impact guidelines.
Investigate the deep end of the product: reproduce problems, examine data, imports/exports, workflows, and application configurations, and isolate root cause before responding.
Provide clear reproduction steps, business impact, screenshots, logs, and supporting detail when escalating verified bugs to Engineering.
Recognize recurring ticket patterns and translate them into knowledge-base improvements, reusable responses, product feedback, or ticket-deflection opportunities.
Communicate with customers during urgent, ambiguous, or high-friction situations while remaining calm, professional, and solution-oriented.
Demonstrate sound judgment when handling customer data, screenshots, logs, account information, and confidential details.
Stay current on product releases, known issues, customer workflows, and support best practices across both platforms.

Requirements

What you’ll need

3+ years of experience in SaaS product support, technical support, or a similar customer-facing support role.
Experience managing a high volume of support tickets in a queue-based environment.
Strong troubleshooting skills — you investigate, document, and resolve novel issues while identifying root cause.
Excellent written communication skills; you can break complex technical subjects into clear, simple explanations.
Strong judgment around prioritization, escalation, urgency, and customer impact.
Experience using ticketing systems, knowledge-base tools, CRM systems, or support platforms.
High emotional intelligence and ability to convey empathy in support interactions.
Ability to create and maintain clear documentation, support notes, and reusable knowledge content.
Comfortable working remotely with strong self-management, accountability, and follow-through.
Curious, resourceful, and willing to ramp on new products, systems, workflows, and tools.
Positive, collaborative approach with a strong desire to help customers and teammates succeed.

Benefits

Comp & perks

Comprehensive health, dental, and vision coverage
Flexible PTO
Remote-first with home office stipend
401(k) with company match
Professional development support

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

troubleshootingroot cause analysisdocumentationticket managementSaaS product supporttechnical supportcustomer workflowssupport best practicesknowledge-base improvementsreusable responses

Soft Skills

empathycommunicationjudgmentself-managementaccountabilitycollaborationcuriosityresourcefulnesssolution-orientedprofessionalism