Propelus

Technical Product Support Specialist

Propelus

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Salary

💰 $50,000 - $60,000 per year

Job Level

Junior

Tech Stack

SQL

About the role

  • Serve as the final escalation point for complex technical issues.
  • Troubleshoot, identify root causes, and provide effective workaround solutions while coordinating with Engineering to ensure bug resolution meets SLAs.
  • Analyze support data to identify recurring end-user friction points.
  • Document feature requests and system suggestions, ensuring the 'Voice of the Customer' directly influences the product roadmap.
  • Maintain system synchronization and data hygiene between support ticketing tools (e.g., Jira, Zendesk) and product development information systems.
  • Serve as the primary source of product knowledge, keeping all customer-facing teams informed of changes and known issues.
  • Champion a 'documentation-first' approach by contributing to and promoting internal and self-service knowledge bases.
  • Assist on client calls to diagnose intricate, complex problems, conduct research, and provide subject matter expertise to both customers and colleagues.

Requirements

  • 1+ years in Technical Support or Software Quality Assurance (QA)
  • Bachelor’s degree in a related field or equivalent practical experience.
  • Proficiency in Excel is required. Experience with SQL, Jira, and formal Software Quality (QA) processes is strongly preferred.
  • Exceptional critical thinking skills with a proven ability to perform root cause analysis and thrive in fast-paced environments.
  • Exceptional written and verbal communication skills; ability to convey complex technical details clearly to non-technical stakeholders.
  • Deep commitment to customer satisfaction and a self-driven, "get it done" attitude.
  • You show initiative, are committed to continuous improvement, and manage your time efficiently.
  • Productive and organized, but maintain a good sense of humor and enjoy a collaborative team environment.
Benefits
  • Awarded one of __BuiltIn's 2025 Best Places to Work__ and honored as a __Silver Stevie® Award Winner in the 2025 Stevie Awards For Great Employers__.
  • Professional development allowance to help you grow in the ways that mean the most to you.
  • Flexibility for balancing work with the rest of life and ample PTO, including paid time off for volunteering, your birthday, and becoming a new parent.
  • 401K with company matching, as well as financial planning education and resources.
  • Employees can choose from HSA, FSA, and traditional insurance options for medical, dental, and vision coverage for themselves and dependents.
  • Lifestyle Spending Account (LSA): We support personal well-being by offering an annual lifestyle spending account that you can use for what matters most to you—whether it’s a gym membership, a meditation app, WFH equipment, or fresh produce delivered to your door.
  • Your health is our top priority! We cover 100% of your health insurance premiums. Our plans include national and international coverage, so you're protected no matter where you are.
  • Propelus Flex Club: Our flexible benefits platform gives you monthly points to redeem on what you need most. Plus, you'll get access to exclusive discounts just for being part of our team.
  • We've got you covered with a life insurance policy, paid 100% by the company. You can also add your beneficiaries at an exclusive, discounted rate.

Applicant Tracking System Keywords

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

Hard skills
Technical SupportSoftware Quality AssuranceExcelSQLroot cause analysistroubleshootingdata analysisdocumentationbug resolutionfeature requests
Soft skills
critical thinkingwritten communicationverbal communicationcustomer satisfactioninitiativetime managementcollaborationorganizational skillsproblem-solvingadaptability