Technical Product Support Specialist

🔥 0 minutes ago

🏛️ District of Columbia, New York – Remote

🏛️ District of Columbia – Remote 🗽 New York – Remote

💵 $80k - $90k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

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Zignal Labs

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2011

🤖 Artificial Intelligence

☁️ SaaS

🏛️ Government

💰 $15M Debt Financing - Zignal Labs on 2019-01

Artificial Intelligence • SaaS • Government

Zignal Labs is a technology company that provides an agentic intelligence platform for national security and defense users. Its platform delivers persistent, analyst-directed workflows that collect and enrich multimodal signals at scale, produce structured intelligence outputs and alerts via APIs, and enable earlier warning and sustained decision advantage for protecting people, facilities, and missions across political, military, economic, social, information, infrastructure and physical environments.

📋 Description

• Develop and deliver scalable, repeatable, and predictable support processes. • Deliver technical support and product guidance to Zignal Labs' users, both internal and external, including first and second-level triage and resolution. • Provide rotating weekend triage coverage as part of the support schedule. • Liaise and manage communications between internal/external customers and the Product and Engineering teams on bug identification, tracking, and resolution. • Work closely with customer-facing leadership teams to develop a strategy and execution path for support and documentation.

🎯 Requirements

• 2+ years of prior experience in a customer-facing product/technical support role for a SaaS product. • Experience with ticketing and support software such as JIRA, Zendesk, Freshdesk, or similar tools. • Prior experience with an OSINT (Open Source Intelligence) tool. • Experience with Claude, N8N, and other agentic tools. • Exceptional written and verbal communication skills; flawless conflict resolution and crisis management skills.

🏖️ Benefits

• Fully remote work • Opportunity to work with cross-functional teams • Professional development opportunities • Supportive company culture