Productsup

IT Support

• Support customers on the Productsup e-commerce data platform
• Serve as the frontline technical expert during US East Coast coverage hours
• Oversee day-to-day support tickets
• Investigate complex data setup issues
• Prioritize requests based on SLAs
• Collaborate with 2nd Level Technical Support, Customer Success Managers, Product, and Engineering
• Build scalable internal documentation
• Handle standard client inquiries and platform setups in Zendesk
• Investigate and resolve intermediate to complex customer inquiries, including catalog feed errors, mapping issues, and platform configuration bugs
• Handle case escalations, manage dependencies, and track feature requests
• Create reusable knowledge base articles, internal workarounds, and training materials
• Support team coverage and urgent customer escalations
• Help maintain consistent service-level performance across the East Coast time zone

Technical Support Specialist