Holocene

Product Support Specialist – SEA Region

Holocene

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • Respond to inquiries via chat and email in clear, professional English
  • Resolve common issues (login, permissions, configuration, product usage)
  • Follow troubleshooting playbooks and internal workflows
  • Accurately categorise, prioritise, and document tickets
  • Use macros/templates consistently
  • Identify and escalate issues to L2 when required
  • Partner with Q&A to validate reproducibility and impact
  • Submit high-quality bug reports (clear summary, reproduction steps, logs, business impact)

Requirements

  • Strong written English (chat/email support experience)
  • SaaS or web-based platform support experience
  • Intercom and Slack familiarity
  • Experience creating support documentation
  • Understanding of SLAs and global support models
  • Exposure to enterprise customer environments
  • Supply chain knowledge preferred
Benefits
  • Flexible work arrangements
Applicant Tracking System Keywords

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

Hard Skills & Tools
troubleshootingticket categorizationticket prioritizationdocumentationbug reportingSaaS supportsupport documentation creationissue escalation
Soft Skills
clear communicationprofessionalismproblem-solvingcollaboration