Serve as the first line of response for inbound product support requests submitted by Customer Success, covering everything from bug investigations to in-depth questions about product behavior and functionality.
Independently investigate and resolve the vast majority of requests — developing deep product knowledge to triage issues accurately and efficiently without defaulting to escalation.
Partner with Product Managers, Engineering Managers, Data Operations, and Data Analytics when issues require deeper technical investigation or signal a broader product gap, providing clear, well-documented context to accelerate their work.
Become the go-to resource for understanding how the product works in practice — bridging the gap between what's documented and what clients actually experience.
Analyze patterns across support tickets to surface recurring themes, product gaps, and opportunities to resolve issues further upstream.
Synthesize learnings into actionable outputs for stakeholder teams, owning the action items directly whenever possible
Design self-service tooling — leveraging our AI tools — to help front-line teams answer common product questions independently, reducing the volume of tickets that require R&D involvement.
Develop and maintain internal documentation, playbooks, and knowledge bases that strengthen organizational memory around how the product works.

Requirements

2-4 years of experience in a product, technical support, operations, or customer-facing role at a technology company.
Strong analytical instincts — you can dig into ambiguous issues, identify root causes, and communicate findings clearly.
A builder's mindset: you don't just solve today's problem, you ask why it keeps happening and fix the system.
Comfort working with AI-powered tools and an enthusiasm for using them creatively to scale processes.
Excellent written communication skills — you can document complex product behavior in ways that are accessible to a range of audiences.
Ability to work cross-functionally and build trust with both technical and non-technical stakeholders.
High ownership — you treat the problems in your queue as your problems to solve, not to pass along.
Experience with product analytics, support tooling, or knowledge management platforms. (Nice-to-haves)
Some familiarity with querying data or light technical investigation (SQL, APIs, etc.). (Nice-to-haves)
Prior experience in a SaaS or B2B technology environment. (Nice-to-haves)

Benefits

Applicant Tracking System Keywords

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

Hard Skills & Tools

product analyticssupport toolingknowledge managementSQLAPIs

Soft Skills

analytical instinctswritten communicationcross-functional collaborationhigh ownershipbuilder's mindset