Product Support Representative

About the role

Product Support is the front line for resolving escalated issues that reach our internal teams and customers — the layer between day-to-day support and deep technical investigation. As a Product Support Associate, you'll own escalated cases end to end: diagnosing what's actually going wrong, resolving it directly when you can, and looping in engineering or product only when a case genuinely requires deeper investigation. Most cases you'll handle are resolvable with the right systems knowledge and a sharp eye for detail — this role is about speed, accuracy, and follow-through.

This is a high-impact individual contributor role for someone who thrives on solving problems for people, is relentless about getting to the right answer, and wants to build the operating rhythm of a brand-new team.

Duties and Responsibilities:

Own escalation cases end to end — triaging incoming issues from internal teams and customers, diagnosing root cause, and resolving them directly whenever possible

Ensure accuracy and clarity in every resolution — small errors here have outsized downstream impact

Build fluency across the systems that matter for troubleshooting and backend tools (e.g., Datadog, Amplitude) to recognize when something is a known issue vs. something new

Serve as a clear, responsive point of contact for the internal teams and customers who filed the case, keeping them updated and setting accurate expectations on timing

Get on the phone with customers when a case calls for it, walking them through a solution or troubleshooting live rather than relying solely on written back-and-forth — While not all escalations will require customer interaction, this team will regularly be working with customers to ensure solutions are found through a good customer experience

Meet defined service levels for response and resolution time, and hold yourself accountable to individual and team goals as the team's cadence gets established.

Identify and recognize patterns when the same issue shows up repeatedly, flag it as a candidate for a permanent fix rather than a one-off resolution, and help build the internal knowledge base so recurring issues get faster to resolve over time

Qualifications and Skills:

1-3 years of experience in customer support, technical support, operations, or a related troubleshooting role

Comfortable working in Salesforce or equivalent case management/help desk software

Strong analytical instincts and technical curiosity — you can navigate unfamiliar systems and figure out what's actually happening without needing everything explained

Excellent written and verbal communication, with the ability to explain a resolution clearly to both a frustrated customer and an internal stakeholder

Highly organized, with a strong sense of ownership over open cases and follow-through on commitments

#LI-Onsite

#LI-MS1