Technical Support Specialist

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $38k - $60k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💻 IT Support

🚫👨‍🎓 No degree required

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Productsup

WebsiteLinkedInAll Job Openings

201 - 500 employees

💼 Consulting

📣 Marketing

📦 Logistics

Consulting • Marketing • Logistics

Productsup is a Product-to-Consumer (P2C) platform dedicated to managing and optimizing product content across multiple channels. It provides tools for feed management, product content syndication, and AI-driven quality assurance to enhance the flow of product data for brands, retailers, and marketplaces. Trusted by global brands, Productsup supports companies in streamlining their digital commerce operations and improving their global eCommerce presence.

📋 Description

• Support customers on Productsup’s e-commerce data platform during US East Coast coverage hours • Oversee day-to-day tickets and investigate complex data setup issues • Prioritize requests based on SLAs • Collaborate with 2nd Level Technical Support, Customer Success Managers, and Engineering • Build scalable internal documentation • Build a strong foundation in the Productsup platform, customer use cases, help center resources, and e-commerce data structures • Shadow 1st and 2nd level support specialists during ticket investigations and client calls • Handle standard client inquiries and platform setups in Zendesk under senior team guidance • Use approved AI tools to search internal documentation, draft response templates, and summarize ticket threads • Collaborate in Confluence and Jira to communicate with cross-functional teams, share knowledge, and document solutions • Independently investigate and resolve intermediate to complex customer inquiries, including catalog feed errors, mapping issues, and platform configuration bugs • Work with CSMs, Product, and Engineering on escalations, dependencies, and feature requests • Create reusable knowledge base articles, internal workarounds, and training materials • Support team coverage and urgent customer escalations while maintaining service-level performance across the East Coast time zone

🎯 Requirements

• 2–5+ years of professional experience in a technical customer support or customer engineering role for a complex B2B SaaS platform or AdTech environment • Strong familiarity with e-commerce data structures (CSV, XML, JSON), data mapping, and catalog feeds, such as Google Merchant Center, Meta, and Amazon • Solid understanding of performance marketing and the e-commerce ecosystem • Ability to translate complex technical errors, product logic, and system feeds into clear, step-by-step instructions and video walkthroughs for non-technical users • Excellent written and spoken English skills • Proficiency in using AI tools to streamline daily workflows • Critical thinking to evaluate AI outputs for accuracy, tone, and security compliance • Advanced structural and customer-oriented thinking • Ability to identify patterns across recurring tickets, diagnose root causes independently, and evaluate technical trade-offs • Experience with ticketing, documentation, and project tracking tools; Zendesk, Jira, and Confluence preferred • Strong sense of urgency and ability to prioritize workloads based on SLA metrics, customer impact, and team goals

🏖️ Benefits

• A permanent position with an attractive salary • The option to work remotely and flexibly • A unique and thorough onboarding program • Ongoing internal and external training • Yearly learning budget • Opportunities for engaging in Corporate Social Responsibility initiatives • One paid Impact Day per year dedicated to voluntary work • Employee referral bonuses • Opportunity to take ownership and responsibility in an international environment • 401(k) plan with an attractive employer contribution • Various plans for health insurance with vision and dental options • Parental leave options • Employee Assistance Program