Senior Product Support Specialist

🕒 il y a 12 jours

🌵 Arizona, California, +19 états de plus – Distant

🌵 Arizona – Remote 🏄 California – Remote ⛰️ Colorado – Remote 🦌 Connecticut – Remote 🐊 Florida – Remote 🦞 Maine – Remote 🏖️ New Jersey – Remote 🗽 New York – Remote 🌲 North Carolina – Remote 🌲 Oregon – Remote 🦀 Maryland – Remote 🍂 Massachusetts – Remote 🚗 Michigan – Remote ❄️ Minnesota – Remote ⚓ Rhode Island – Remote 🌴 South Carolina – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote ⛷️ Utah – Remote ⚔️ Virginia – Remote 🧀 Wisconsin – Remote

💵 $31 - $33 / heure

⏰ Temps Plein

🟠 Senior

💝 Support Client

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Electric

Site WebLinkedInTous les Emplois

201 - 500 employés

Fondée en 2016

☁️ SaaS

💰 €23 400 000 Series D en 2022-03

IT Services • Tech Support • SaaS

Electric est un fournisseur complet de solutions informatiques conçu pour simplifier et sécuriser les besoins technologiques des entreprises, notamment des petites et moyennes entreprises. Il offre une plateforme qui intègre divers aspects de la gestion informatique, y compris la gestion des appareils, la cybersécurité et l'approvisionnement en logiciels, le tout dans un hub centralisé. En mettant l'accent sur l'automatisation et la convivialité, Electric permet aux organisations d'améliorer leur productivité et de rationaliser leurs opérations informatiques sans nécessiter de compétences techniques étendues.

Description

• 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 enough technical detail • Evaluate browser console logs, network requests, and application errors • Escalate complex or unresolvable issues to Senior Specialists or Engineering • Complete technical tasks submitted by Customer Success Managers • Contribute to internal and external knowledge base articles • Identify and surface patterns in customer issues to Support leadership • Work across teams — CS, Product, Engineering

🎯 Exigences

• 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 communicator • Detail-oriented and methodical • Able to work independently using documentation, internal tooling, and error output • Highly organized with strong time management

🏖️ Avantages

• Flexible and generous PTO • Mental Wellness Days • Volunteer Days • Medical, Vision, Dental, and Orthadontia Coverage • 401k • ESOP (Employee Stock Option Program) • Kindbody Membership for Family Planning • Pre-taxed Commuter Benefits • Generous Parental Leave • Paid medical, family, and military leave • Short and Long Term Disability • Employee Assistance Programs • Life Insurance funded by Electric • Training and career growth • Awesome team building events!