Product Support Specialist II (Remote - US) at Jobgether

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Product Support Specialist II (Remote - US) at Jobgether. This position is posted by Jobgether on behalf of a partner company. We are currently looking for a . Product Support Specialist II. in the . United States. .. In this role, you will serve as a key member of the product support team, providing advanced troubleshooting and support for complex issues across a suite of software and hardware solutions. You will collaborate with cross-functional teams including product management, engineering, and marketing to enhance customer satisfaction and improve product workflows. This position involves mentoring junior team members, analyzing customer data to identify trends, and contributing insights that inform product improvements. You will engage proactively with customers, anticipate potential issues, and help ensure a seamless and high-quality user experience. The role is fully remote and offers the opportunity to work in a fast-paced, innovative environment that values both technical expertise and collaborative problem-solving.. . Accountabilities:. Act as a subject matter expert (SME) for assigned products, resolving escalated cases through advanced troubleshooting and root cause analysis.. Mentor junior team members, providing guidance on product knowledge and customer support best practices.. Lead cross-functional initiatives to improve support processes and efficiency, collaborating with product management, engineering, and marketing teams.. Analyze customer data and product feedback to proactively anticipate issues and propose solutions.. Ensure the quality and accuracy of knowledge base content, authoring and approving new articles as needed.. Develop a deep understanding of product integrations to optimize the overall product ecosystem.. Prepare to support international customers by understanding region-specific product requirements.. . Bachelor’s degree in a related field or equivalent professional experience.. 4–6 years of product support experience, including advanced troubleshooting of complex issues.. Demonstrated expertise in resolving escalated product cases and mentoring team members.. Strong analytical thinking and problem-solving skills.. Proven ability to lead cross-functional initiatives and implement process improvements.. Excellent collaboration, communication, and customer engagement skills.. Knowledge of product integration within a suite and the ability to optimize customer workflows.. Ability to adapt to region-specific product requirements and support international customers.. . Company Location: United States.