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Product Support Specialist II 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. .. The Product Support Specialist II plays a critical role in ensuring customer success by providing advanced support for complex product issues and contributing to continuous product improvement. You will serve as a subject matter expert for assigned products, lead escalated cases, and mentor junior team members. This position requires analyzing customer data and product feedback to proactively address potential issues and enhance support processes. You will collaborate closely with cross-functional teams, including product management, engineering, and marketing, to drive improvements in workflows and customer satisfaction. This role offers an opportunity to impact the overall customer experience while gaining exposure to strategic initiatives and process enhancements. It is ideal for someone who thrives in a data-driven, collaborative environment and enjoys solving challenging technical problems.. . Accountabilities:. Serve as a subject matter expert for assigned products, taking ownership of escalated cases and resolving them through advanced troubleshooting and root cause analysis.. Mentor and guide junior team members, sharing knowledge and best practices to strengthen the support team’s capabilities.. Lead cross-functional initiatives to improve support processes, collaborating with product management, engineering, and marketing teams.. Analyze customer data and product usage trends to proactively identify potential issues and implement preventative solutions.. Collaborate with R&D to address recurring product issues and provide insights that inform the product roadmap.. Ensure quality and accuracy of knowledge base articles, acting as an approver and contributing new content as needed.. Develop understanding of product integration and region-specific requirements to optimize support for diverse markets.. . Bachelor’s degree in a related field or equivalent professional experience.. 4-6 years of product support experience, including advanced troubleshooting of complex issues.. Proven expertise in resolving escalated cases and providing technical guidance.. Strong mentorship abilities and cross-functional collaboration skills.. Analytical thinking with a proactive approach to problem-solving and process improvement.. Excellent verbal, written, and interpersonal communication skills.. Ability to understand product interdependencies and provide holistic solutions across the product ecosystem.. Experience supporting international customers is a plus.. . Company Location: United States.