Technical Support Specialist

Productsup

Technical Support Specialist supporting US customers on Productsup’s e-commerce product-data platform. Investigating feed, mapping, and configuration issues while coordinating escalations with Product and Engineering.

Posted 8/12/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-Level💰 $38,000 - $60,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in technical customer support for B2B SaaS platforms, with a strong focus on e-commerce data structures and performance marketing. Capable of translating complex technical issues into clear instructions for non-technical users while maintaining service-level performance.

Highest-signal resume keywords

Technical Customer SupportE-Commerce Data StructuresData Mapping and Catalog FeedsZendesk ProficiencyPerformance Marketing Understanding

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

E-Commerce Data StructuresData MappingCatalog FeedsTechnical TroubleshootingSLA Management

Soft Skills

Excellent Written and Spoken EnglishAdvanced Customer-Oriented ThinkingStrong Time ManagementPrioritization Skills

Tools & Technologies

ZendeskJiraConfluenceAI Tools

Industry Keywords

B2B SaaSAdTechPerformance MarketingE-Commerce Ecosystem

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

2–5+ years of professional experience in technical customer support or customer engineering for a complex B2B SaaS platform or AdTech environment
Strong familiarity with e-commerce data structures including CSV, XML, and JSON
Experience with data mapping and catalog feeds such as Google Merchant Center, Meta, and Amazon
Solid understanding of performance marketing and the e-commerce ecosystem
Ability to translate complex technical errors, product logic, and system feeds into clear, step-by-step instructions and video walkthroughs for non-technical users
Excellent written and spoken English skills
Proficiency in using AI tools to streamline daily workflows
Ability to evaluate AI outputs for accuracy, tone, and security compliance
Advanced structural and customer-oriented thinking
Ability to identify patterns across recurring tickets and diagnose root causes independently
Ability to evaluate technical trade-offs
Experience with ticketing, documentation, and project tracking tools; Zendesk, Jira, and Confluence preferred
Strong time management and prioritization skills
Ability to balance SLA metrics, customer impact, and team goals

Benefits

Comp & perks

A permanent position with an attractive salary
The option to work remotely and flexibly
A unique and thorough onboarding program
Ongoing internal and external training
Yearly learning budget
Opportunities to engage in Corporate Social Responsibility initiatives
One paid Impact Day per year dedicated to voluntary work
Employee referral bonuses
401(k) plan with an attractive employer contribution
Various health insurance plans with vision and dental options
Parental leave options
Employee Assistance Program