The Senior Support Specialist is responsible for leading advanced product support efforts across our clients software and hardware platforms. This role serves as a subject matter expert, providing high-level troubleshooting, mentoring junior support staff, and driving improvements in support processes and product performance.

This individual will work closely with Product, Engineering, and Customer Success teams toensure timely resolution of complex issues, while contributing to the scalability and efficiency of the support function in a fast-paced startup environment.

Key Responsibilities

• Serve as escalation point for complex technical issues across software, hardware, and networking systems

• Lead troubleshooting efforts and provide advanced technical guidance to resolve customer issues

• Mentor and support junior Product Support Specialists, providing training and guidance

• Collaborate with Product and Engineering teams to identify root causes and drive long-term solutions

• Assist in defining and improving support processes, workflows, and documentation

• Support product releases, QA validation, and testing initiatives

• Lead customer onboarding and implementation support for key accounts as needed

• Analyze support trends and provide strategic feedback to improve product performance and user experience

• Maintain and enforce high standards of documentation and knowledge base accuracy

Startup Environment Expectations

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

• This role requires strong ownership, adaptability, and a proactive mindset

• Responsibilities may extend beyond traditional scope as business needs evolve

• Expected to lead by example and support cross-functional initiatives

• Work may require availability outside of conventional 9:00 AM – 5:00 PM hours, including evenings or occasional weekends, to meet business and customer demandsPTO & Availability

Expectations

• Recognize that absence can significantly impact team operations and customer support coverage

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

• Senior team members are expected to help maintain continuity and coverage across the support function

Qualifications

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

• 3–6+ years of experience in product support, technical support, or similar role

• Strong technical expertise across software, hardware, and networking concepts

• Proven ability to troubleshoot complex issues and lead resolution efforts

• Experience in mentoring or leading team members preferred

• Strong communication and cross-functional collaboration skills

• Highly organized with the ability to manage multiple priorities in a fast-paced environment

Core Competencies (LEAAP Principles)

• Loyalty: Demonstrates commitment to team and company success

• Excellence: Sets high standards and drives quality outcomes

• Ambition: Takes initiative and leads continuous improvement efforts

• Accountability: Owns outcomes and ensures follow-through across the team

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

Additional Expectations

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

• Take ownership of team performance and proactively identify risks or gaps

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

• Contribute to building scalable support infrastructure and processes

• Maintain professionalism and composure in high-pressure situations

• Act as a leader within the support team, driving accountability and performance