Technical Support Specialist

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Productsup

WebsiteLinkedInAll Job Openings

201 - 500 employees

☁️ SaaS

🛍️ eCommerce

🤝 B2B

💰 $70M Series B - Productsup on 2022-04

SaaS • eCommerce • B2B

Productsup is a global feed management and syndication platform that helps large brands manage, optimize, and distribute product content across advertising, AI, marketplace, retailer, and distributor channels from a single integrated system. The platform provides feed management, supplier onboarding, AI-powered enrichment and automation, and connects product data to 2,500+ integrations to drive discoverability and sales; it targets large-scale commerce operations and is marketed to enterprises and brands. Productsup emphasizes AI channels, advertising performance, marketplace listing management, and global syndication and supports thousands of channels and hundreds of markets.

📋 Description

• Serve as the frontline technical expert during US East Coast coverage hours • Oversee day-to-day support tickets • Investigate complex data setup issues, catalog feed errors, mapping issues, and platform configuration bugs • Prioritize requests based on SLAs • Collaborate with 2nd Level Technical Support, Customer Success Managers, Product, and Engineering • Handle standard client inquiries and platform setups in Zendesk • Support case escalations, manage dependencies, and track feature requests • Create reusable knowledge base articles, internal workarounds, and training materials • Utilize AI tools to search internal documentation, draft response templates, and summarize ticket threads • Support team coverage and urgent customer escalations • Help maintain consistent service-level performance across the East Coast time zone

🎯 Requirements

• 2–5+ years of professional experience in technical customer support or customer engineering for a complex B2B SaaS platform or AdTech environment • Strong familiarity with e-commerce data structures including CSV, XML, and JSON • Experience with 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 • 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 time management and prioritization skills • Ability to balance SLA metrics, customer impact, and team goals

🏖️ Benefits

• A unique and thorough onboarding program • Ongoing internal and external training • Yearly learning budget • Opportunities for 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 • Flexible remote work option