Zignal Labs

Customer Support

• Specialize in responding to and resolving customers’ technical issues on the Zignal Labs platform.
• Deliver technical support and product guidance to Zignal Labs' users, including first and second-level triage and resolution during Eastern region business hours.
• Provide rotating weekend triage coverage as part of the support schedule.
• Liaise and manage communications between internal/external customers and the Product and Engineering teams on bug identification, tracking, and resolution.
• Create internal and external product support documentation, including updates to the customer-facing Zignal Knowledge Base.
• Map customer journeys in a documented form and contribute to presentation materials.
• Achieve positive outcomes and feedback from internal and external customers.

Technical Product Support Specialist