Technical Support Specialist

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $38k - $60k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💻 IT Support

🚫👨‍🎓 No degree required

👻 Ghost score 0%

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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 the Productsup e-commerce data platform • Serve as the frontline technical expert 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, Product, and Engineering • Build scalable internal documentation and knowledge-sharing materials • Learn 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 • Use approved AI tools to search internal documentation, draft response templates, and summarize ticket threads • Use 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 • Handle case escalations, manage dependencies, and track feature requests • Create reusable knowledge base articles, internal workarounds, and training materials • Support team coverage during urgent customer escalations and maintain consistent 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) • Experience with data mapping and catalog feeds (e.g., Google Merchant Center, Meta, 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 • Empathetic approach to handling customer escalations under tight SLAs • Proficiency in using AI tools to streamline daily workflows • Ability to evaluate AI outputs for accuracy, tone, and security compliance • Advanced structural and customer-oriented thinking • Ability to identify patterns across recurring tickets and diagnose root causes independently • Ability to 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 • A yearly learning budget • Opportunities for engaging in Corporate Social Responsibility initiatives • One paid Impact Day per year dedicated to voluntary work • Employee referral bonuses • 401(k) plan with an attractive employer contribution • Various plans for health insurance with vision and dental options • Parental leave options • Employee Assistance Program

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