Technical Product Support Specialist

What you'll do

We are looking for a structured, analytical, and client-focused individual to join our global support team as a Technical Product Support Specialist (Remote – SaaS/Cloud). In this fully remote role, you will primarily support clients in North America, while contributing to 24/7 global service continuity through a coordinated Follow the Sun (FTS) support model. 
As one of the first hires in your region, you will play a pivotal role in establishing and scaling our technical support operations. This position focuses on triaging and resolving product-related issues, collaborating with internal teams, and ensuring smooth client experiences across our SaaS and on-prem environments. 
 
 Your key accountabilities are: 
Technical Product Support 

• Serve as a first-line technical contact, addressing software issues, configuration questions, and functional inquiries for SaaS and on-premise clients.
• Triage incoming technical tickets, resolve known issues, and escalate complex cases to engineering or product teams with clear context.
• Analyze logs, system behavior, and product usage using tools such as Datadog or similar observability platforms.
• Collaborate across departments to drive timely resolution of client-reported incidents and support requests.

• Participate in a rotating on-call schedule for urgent support needs during weekends or outside of local business hours.
• Ensure seamless handover and coordination with APAC and EMEA teams as part of the Follow the Sun support model.
• Support response efforts for high-priority or platform-wide incidents, maintaining clear internal communication and documentation.

• Contribute to the improvement of troubleshooting documentation, support playbooks, and operational processes.
• Collaborate on enhancements to monitoring, alerting, and response workflows across our support environment.

Why we should decide on you

Qualifications 

• 2–3 years of experience in technical product support or client-facing operations in a SaaS or cloud-based environment.
• Proficiency in log analysis, issue triage, and using tools like Datadog, Kibana, or Prometheus.
• Familiarity with SQL for investigation and diagnostics; basic cloud knowledge (e.g., AWS) is a plus.
• Strong communication skills in English, with the ability to explain technical topics clearly.
• Comfortable working independently in a remote-first setup, aligned to North American time zones.
• Willingness to join a rotating on-call schedule, including after-hours or weekend coverage when needed.

• Highly structured and analytical, with strong troubleshooting instincts and attention to detail.
• Calm and dependable in high-pressure or time-sensitive situations.
• Client-focused and collaborative, with a service-oriented mindset.
• Proactive in driving improvements to internal processes and documentation.
• Motivated to help build and scale a globally distributed support function.

Why you should decide on us

• Let’s grow together, join a market leading SaaS company – our agile character and culture of innovation enables you to design our future.
• We provide you with the opportunity to take on responsibility and participate in international projects. 
• In addition to our buddy-program, we offer numerous individual and wide-ranging training opportunities during which you can explore technical and functional areas. 
• Our internal mobility initiative encourages colleagues to transfer cross functionally to gain experience and promotes knowledge sharing.
• We are proud of our positive working atmosphere characterized by a supportive team across various locations and countries and transparent communication across all levels. 
• Together we're better - meet your colleagues at our numerous team events.