Technical Product Support Specialist

New

Zignal LabsSaaS, Data Intelligence

United StatesFull-TimeMiddle

Salary not disclosed

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Job Details

2+ years of prior experience in a customer-facing product/technical support role for a SaaS product.
Experience with ticketing and support software such as JIRA, Zendesk, Freshdesk, or similar tools.
Prior experience with an OSINT (Open Source Intelligence) tool.
Experience with Claude, N8N, and other agentic tools.
Outstanding time management skills with a proven ability to complete assignments on time.
Strong sense of duty and pride in resolving technical issues, showing sincere caring and empathy.
Exceptional written and verbal communication skills.
Flawless conflict resolution and crisis management skills.
Problem-solving skills to perform root cause analysis and identify solutions to mitigate reoccurring issues.
Ability to thrive in a fast-paced environment working with cross-functional stakeholders.

Develop and deliver scalable, repeatable, and predictable support processes.
Deliver technical support and product guidance to users, including first and second-level triage and resolution.
Provide rotating weekend triage coverage as part of the support schedule.
Liaise and manage communications between internal/external customers and the Product and Engineering teams on bug identification, tracking, and resolution.
Work closely with customer-facing leadership teams to develop a strategy and execution path for support and documentation.
Create internal and external product support documentation, including updates to the customer-facing Zignal Knowledge Base.
Map customer journeys in a documented form and contribute to presentation materials.
Enable Customer Value leadership to enforce program structure to drive product adoption and increase usage.

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