Product Support Specialist II
- Investigate and resolve issues outside Tier 1 scope
- Troubleshoot APIs, integrations, data inconsistencies, and configuration errors
- Analyze logs, reproduce reported problems, and determine root causes
- Own support cases end to end, including customer communication
- Identify recurring issues and contribute to internal documentation and playbooks
- Escalate validated bugs or complex system problems to Tier 3
- 3+ years of product support or customer-facing technical support experience
- Experience with advanced product troubleshooting beyond Tier 1 scope
- Ability to investigate integrations, APIs, data issues, and configuration problems
- Ability to own cases end to end, including customer communication and resolution
- Experience with documenting issues, steps taken, and resolutions clearly
- Ability to manage multiple priorities while meeting deadlines
- Ability to analyze problems, investigate root causes, and propose solutions
- Proficiency with productivity tools (Microsoft Office, Google Workspace, etc.)
- Strong communication skills in both spoken and written English
- Startup experience
- Bachelor’s Degree in Computer Engineering, Computer Science, or equivalent