Product Support Specialist – BlackLocus

Role Overview

• Receives incident from escalation of L1 or receives incident from application and infrastructure teams directly; troubleshoots technical issues via phone, tickets and remote support (desk-side as needed) in a courteous manner both synchronously and asynchronously; escalates unresolved issues to L3 or engages service vendor
• Actively listens to and builds rapport with end users to elicit problem details, applying conflict resolution skills as needed
• Has administrative rights; can make change to systems hardware and software
• Documents, reviews and ensures that all quality and change control standards are met
• Partners with engineering team to resolve any SCCM Software Center issues
• Maintains, upgrades and supports existing systems to ensure operational stability
• Applies diagnostic utilities to as needed to complete troubleshooting activities
• Identifies new and existing requirements and installs necessary hardware and equipment infrastructure to meet these requirements
• Accesses software updates, drivers, and knowledge bases as needed to achieve problem resolution
• Tests fixes prior to closing tickets to ensure problems have been adequately resolved
• Obtains and maintains license keys and associated software assets
• Maintains the PCLS software server which contains manual installation packages
• Negotiates with vendors to ensure that all system requirements are met in a timely and efficient manner; maintains and nurtures relationships with software vendors
• Interacts and builds relationships with site leadership where applicable
• Actively engages in and supports formal and informal training sessions to share new skills and knowledge including, but not limited to, usage of system to obtain license keys and updates on additions and changes to the PCLS software server
• If new issue or known issue with incomplete resolution in the Knowledge Base, updates Knowledge Base system for L1s upon resolution

Requirements

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.
• 1-3 years of relevant work experience
• Familiarity with using a ticketing or request intake system (e.g., Zendesk, ServiceNow, Jira, or similar) to track, prioritize, and resolve requests
• Willingness to learn new tools, systems, and business domains in a continuously evolving environment
• Comfort working with data to answer questions or validate outcomes, including experience with SQL or data query tools (BigQuery or similar preferred, but not required)
• Interest in or exposure to technical troubleshooting, including investigating issues, validating expected vs. actual behavior, and documenting findings
• Basic familiarity with command‑line tools or scripting concepts (Python exposure is a plus, but not required)
• Demonstrated problem‑solving skills and the ability to follow defined processes while knowing when to escalate issues appropriately
• Experience collaborating with cross‑functional partners (such as product, engineering, or analytics teams), even in a supporting or learning capacity
• Strong written communication skills, with the ability to clearly document requests, explanations, and next steps
• Interest in understanding how users interact with systems, including curiosity about usage patterns and feedback
• Exposure to or interest in product analytics or user analytics tools (such as Pendo or similar platforms)

Tech Stack

• BigQuery
• Python
• ServiceNow
• SQL

Benefits

• health care benefits
• 401K
• ESPP
• paid time off
• success sharing bonus