Triage, investigate, and respond to incoming support requests, identify trends, and share insights with the broader team
Collaborate with Implementation Specialists and Library Engagement teams to understand priorities across a diverse customer base
Troubleshoot and reproduce issues, documenting them clearly for Product and Engineering teams
Provide guidance on best practices and help customers use our tools creatively and effectively
Communicate thoughtfully and professionally with everyone from experienced Library IT staff to senior leadership at library systems
Work closely with Customer Success, Product Managers, Developers, and QA to prioritize and resolve customer issues
Contribute to internal knowledge-sharing through documentation, collaboration, and staying current with support best practices
Create new internal documentation, particularly for emerging features and products
Support ongoing library technical work such as ILS/server migrations, configuration updates, and library maintenance projects
Participate in our Emergency On-Call rotation (with on-call compensation)

Previous library experience, especially in technical services, ILS admin, IT, or web services
Experience working with library vendors, SaaS platforms, or complex technical products
Knowledge of Sierra, Polaris, Symphony, Horizon, Evergreen ILS preferred
Proficiency in library cataloging processes such as mapping, familiarity with MARC, etc.
A strong customer service mindset and the ability to set clear expectations with confidence and empathy
Curiosity and a love for problem-solving across both technical and non-technical contexts
Outstanding written and verbal communication skills
Empathy and a customer-first perspective, coupled with the ability to navigate internal stakeholders to reach the right solution
Excellent diagnostic and analytical skills, including the ability to spot patterns and escalate issues when needed
Eagerness to close tickets and manage your ticket backlog
A passion for learning new technologies

A competitive salary, plus benefits
Company-wide bonus plan
Generous health benefits package
Flexible working hours
An extra day off on your birthday
Support through peer mentoring, career development plans, and tuition reimbursement opportunities
An opportunity for professional growth where great work is recognized and rewarded
A chance to put your experience to work to serve and support libraries worldwide

Product Support Specialist

Key skills