Manager, RIA Product Specialist
Penn Mutual
Technical Product Specialist
Puzzle 🧩🚀
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $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
