SheerID

Product Support Specialist

SheerID

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Job Level

Junior

Tech Stack

MacOS

About the role

  • Assist SheerID’s customers by answering product inquiries and troubleshooting technical issues
  • Facilitate change requests related to SheerID’s products and customer programs
  • Contribute to public-facing documentation and guides in SheerID’s knowledge base
  • Interact with SheerID’s customers and partners via multiple communication channels
  • Triage incoming issues and requests
  • Provide technical product support to clients and their customers
  • Ensure complete resolution of issues
  • Engage cross-functionally with groups such as Professional Services, Product Management, and Engineering
  • Develop public-facing content for SheerID’s knowledge base
  • Maintain in-depth working knowledge of SheerID’s products and internal systems

Requirements

  • Bachelor’s degree from an accredited university (or equivalent work experience)
  • 1-2 years of customer-facing technical support experience (preferably B2B; preferably for SaaS products and/or in a startup environment)
  • 1-2 years of technical writing experience (preferably public-facing documentation or technical guides)
  • Experience using Zendesk or equivalent ticketing system
  • Adept within MacOS and Google Workspace environments
  • Reliable attendance with evening, weekend, and holiday availability.
Benefits
  • SheerID is an equal opportunity employer.
  • We celebrate diversity and are committed to creating an inclusive environment for all candidates and employees.
  • We strongly advise against engaging with any outreach from other sources, as they may be fraudulent.
  • Your safety and privacy are of the utmost importance to us.

Applicant Tracking System Keywords

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

Hard skills
technical supporttechnical writingtroubleshootingproduct inquirieschange requestspublic-facing documentationissue resolutioncustomer programsSaaS products
Soft skills
communicationcustomer servicecross-functional collaborationreliabilityproblem-solving
Certifications
Bachelor’s degree