Puzzle 🧩🚀

Technical Product Specialist

Puzzle 🧩🚀

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Salary

💰 $75,000 - $100,000 per year

Job Level

JuniorMid-Level

About the role

  • Become a Puzzle Expert: Develop deep expertise in every aspect of the Puzzle platform - features, workflows, edge case - so you can provide authoritative guidance, uncover root causes quickly, and anticipate customer needs.
  • Provide Technical Customer Support: Offer guidance directly to customers and customer success managers on troubleshooting steps and best practices.
  • Lead Technical Issue Triage: Identify, document, and prioritize technical issues from customers and internal teams—distinguishing between “nice-to-have” and “customer-blocking.”
  • Write Clear, Actionable Bug Reports: Create detailed, reproducible bug reports and gather logs or screenshots that help engineers resolve problems quickly.
  • Test Pre-Release Features: Test new features before release to catch issues early and keep our platform stable.
  • Drive Issue Resolution: Serve as the bridge between Customer Success and Engineering, ensuring smooth communication and quick resolution of high-priority incidents.
  • Continuously Improve Processes: Suggest and refine internal workflows to make issue tracking, escalation, and resolution more efficient.

Requirements

  • 2+ years of experience in a technical support, product specialist, QA, or related role in a SaaS or software environment.
  • Strong problem-solving skills and an activated curiosity to dig into root causes.
  • Motivated by nebulous problems, excited to work in a fast-paced startup environment; comfortable with ambiguity.
  • Ability to translate technical details into clear, concise documentation.
  • Comfortable analyzing logs, investigating performance issues, or using tools like Zendesk, Intercom, Linear, Datadog, and Retool (or eager to learn).
  • Excellent communication skills and a collaborative mindset; you enjoy working with engineers, product managers, and customer-facing teams.
  • Familiarity with Accounting Principles is a plus but not required.
Benefits
  • 100% paid employee health, dental, and vision plans (U.S. & Canada vary)
  • 10 observed holidays and a flexible PTO policy so you can recharge
  • $1000 home office budget to get you set up for success
  • $2400 co-working budget for face time with your colleagues
  • $600 learning and development budget
  • 401K so you can save for your future
  • And much more

Applicant Tracking System Keywords

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

Hard skills
technical supportproduct specialistQAbug reportingissue triagefeature testingprocess improvementproblem-solvinglog analysisperformance investigation
Soft skills
communicationcollaborationcuriosityadaptabilitymotivationclear documentationcustomer focusanalytical thinkingteamworkinitiative