The Product Support Specialist plays a critical role in supporting our software and hardware platforms by ensuring a seamless customer experience, rapid issue resolution, and continuous product improvement feedback. This individual will act as a bridge between customers, engineering, and product teams, helping troubleshoot issues, document solutions, and support ongoing deployments.

This role is ideal for someone who thrives in a fast-paced, startup environment and is comfortable wearing multiple hats while contributing to the overall success of the organization.

Given the dynamic nature of a startup environment, this role is not limited to the responsibilities outlined above. Duties and expectations may evolve based on the business needs of our client.

Our Client, and the employee is expected to remain flexible and adaptable to support the company’s growth and operational priorities.

Key Responsibilities

• Provide frontline support for our products, including troubleshooting software, hardware, and network-related issues

• Respond to and resolve customer inquiries in a timely and professional manner

• Escalate complex technical issues to engineering or product teams with clear documentation

• Investigate and document AI model behavior (e.g., detection accuracy or false positives) and translate findings into actionable feedback for Engineering and Product teams

• Assist with product testing, QA validation, and release support

• Document common issues, solutions, and workflows to improve internal knowledge bases

• Support customer onboarding, training, and implementation efforts as needed

• Collaborate cross-functionally with Product, Engineering, Sales, and Customer Success teams

• Identify trends in customer issues and provide feedback to improve product performance and usability

• Maintain accurate records of support interactions and resolutions

Startup Environment Expectations

Our client operates in a high-growth, fast-paced startup environment. As such:

• This role requires adaptability, urgency, and a proactive mindset

• Responsibilities may extend beyond the traditional scope of the role as business needs evolve

• Team members are expected to step in and support cross-functional initiatives when needed

• The nature of the work may require availability outside of conventional 9:00 AM – 5:00 PM hours, including evenings or occasional weekends, to support customers and business priorities

PTO & Availability Expectations

• Employees are expected to be mindful that their absence may directly impact team operations, customer support, and business continuity

• PTO requests should be planned in advance whenever possible and coordinated with leadership to ensure adequate coverage

• Excessive or poorly timed absences may impact team performance and customer experience

Qualifications

• Bachelor’s degree or equivalent experience in a related field

• 1-3+ years of experience in product support, technical support, or similar role

• Strong troubleshooting and problem-solving skills

• Ability to communicate technical concepts clearly to both technical and non-technical audiences

• Experience working with SaaS platforms, hardware systems, or networking concepts preferred

• Ability to troubleshoot “Edge-to-Cloud” connectivity issues and explain complex AI/probabilistic outcomes to non-technical audiences

• Strong organizational skills and attention to detail

• Ability to manage multiple priorities in a fast-paced environment

Core Competencies (LEAAP Principles)

• Loyalty: Demonstrates commitment to team and company success

• Excellence: Strives for high-quality work and continuous improvement

• Ambition: Takes initiative and seeks growth opportunities

• Accountability: Owns responsibilities and follows through on commitments

• Performance: Delivers results in a high-pressure, fast-moving environment

Additional Expectations

• Operate with a startup mindset: adaptable, resourceful, and solution-oriented

• Take ownership of assigned responsibilities and proactively identify risks or gaps

• Be comfortable working across software, hardware, and networking systems

• Contribute to building scalable support processes as the company grows

• Maintain professionalism and composure in high-pressure or time-sensitive situations