Serve as the final escalation point for complex B2B product issues. You will investigate system behavior and perform root-cause analysis to identify exactly where a process is failing.
Use data tools to query production environments, validate data integrity, and identify patterns of failure across our multiple software practices.
Act as the primary liaison between customer-facing teams and Engineering. You will translate customer pain points into detailed technical documentation for development sprints.
Champion a "documentation-first" approach. You will keep internal teams informed of system changes, known issues, and technical workarounds.
Analyze support trends to identify recurring friction points. You will provide the Product team with actionable evidence to help prioritize future improvements.

2+ years of technical support or QA experience in a B2B SaaS environment, preferably supporting a suite of multiple integrated software products.
A strong understanding of the SDLC and experience with SQL for data investigation. Familiarity with cloud data warehouses like Snowflake is highly preferred.
Experience using Jira to track bugs and feature requests through to deployment, ensuring clear communication between Support and Engineering.
The ability to explain complex technical limitations or database errors in clear, simple language for customers and non-technical stakeholders.

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.

Technical Product Support Specialist

Key skills