Product Support Specialist
New
H
HowGoodSaaS, Food Tech
Stone Ridge, NYFull-TimeMiddle
Salary50,000 - 60,000 USD per year
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Job Details
- Experience
- 2+ years
- Required Skills
- SaaSZendeskTechnical supportCustomer support
Requirements
- 2+ years in customer or technical support, with experience owning both first-line and escalated (Tier 2) issues directly
- Comfort configuring and tuning AI-driven automations within a support platform
- Experience with a support platform like Intercom or Zendesk (Intercom a plus)
- Clear, friendly written communication; able to explain technical issues simply
- Sound judgment on what to solve directly versus escalate
- Organized and detail-oriented, with discipline for repetitive admin work
Responsibilities
- Own the full support queue end to end, from first response through Tier 1 and Tier 2
- Triage by type and urgency, resolving directly or escalating to product/engineering as warranted
- Maintain saved replies, workflows & automations, and help center content to speed up resolution of common issues
- Surface recurring issues and pain points to Product and keep SLA metrics healthy
- Configure and maintain Intercom's AI-driven automations, including pattern recognition, auto-triage, and response suggestions
- Own internal triage for product admin requests, like account setup/configuration and permissions
- Timely relay updates to marketing ops owner for updates to internal documentation
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