Senior Product Support Specialist

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Requirements:

• 4+ years of experience in one or more of the following: (i) as an application support specialist, (ii) in a technical support role in the SaaS world, (iii) and/or working in a Financial Planning & Analysis (FP&A) or Modeling role.
• Excellent written and interpersonal skills
• General technical know-how and an affinity for learning new software
• Comfortable working in a remote, fast-paced environment as part of an international team

Responsibilities:

• Help customers derive value from Pigment by being a product expert and problem solver
• Be a true product expert who’s technically savvy to conduct investigations
• Give recommendations on ensuring customers have the best platform experience
• Act as a player-coach to junior team members, guiding them on complex cases
• Own Support tickets from creation to closure
• Replicate and escalate bugs to Engineering/R&D Team
• Collaborate with Product Managers on feature requests, advocating for our customers and partners
• Lead on improving our processes and product, such as by transmitting customer feedback, suggesting efficiency improvements
• Work 1-week on-call covers of P1 tickets with additional compensation (after probation)