Senior Product Support Specialist
New
E
ElectricIT Management
We are headquartered in NYC, and have remote locations across 22 states... See below to see if you are eligible to work within the 22 states we hire in: Arizona, California, Colorado, Connecticut, Florida, Georgia, Maine, Maryland, Massachusetts, Michigan, Minnesota, New Jersey, New York, North Carolina, Oregon, Rhode Island, South Carolina, Tennessee, Texas, Virginia, Utah, and Wisconsin., 9:00AM - 6:00PMFull-TimeSenior
Salary31 - 33 USD per hour
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Job Details
- Experience
- 2+ years
- Required Skills
- TroubleshootingTechnical supportSaaS
Requirements
- 2+ years of experience in technical support or customer support for a SaaS or software product.
- Comfortable evaluating browser console logs, HTTP errors, and application error messages.
- Experienced working within a ticketing system (Jira Service Management preferred).
- Strong written communication skills.
- Detail-oriented and methodical approach to troubleshooting.
- Able to work independently using documentation and internal tooling.
Responsibilities
- Investigate, triage, and resolve customer-reported issues across Electric's SaaS platform and desktop applications.
- Handle a high volume of concurrent cases with disciplined follow-up.
- Reproduce and document product bugs with technical detail.
- Evaluate browser console logs, network requests, and application errors.
- Escalate complex issues to Senior Specialists or Engineering.
- Complete technical tasks such as configuration changes and data validation.
- Contribute to internal and external knowledge base articles.
- Identify and surface patterns in customer issues.
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