Technical Product Support Specialist
Skills
Software As A ServiceAdoptionAirline TicketingConflictCrisis ManagementCustomer SuccessModeling
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 2+ years in customer-facing product or technical support for a SaaS product
- Experience with ticketing and support tools such as JIRA Zendesk Freshdesk or similar
- Prior experience with an OSINT tool
- Experience with Claude N8N and other agentic tools
- Strong time management and a can-do attitude
- Strong duty empathy and pride in resolving technical issues
- Exceptional written and verbal communication skills
- Flawless conflict resolution and crisis management skills
- Problem-solving skills for root cause analysis and mitigation
- Ability to thrive in a fast-paced cross-functional environment
Nice to have
- Empathetic
- Detail-oriented
- Collaborative
- Proactive
- Customer-focused
- Process-driven
Day to day
- Respond to and resolve customer technical issues on the Zignal Labs platform with prompt triage and follow-through.
- Act as the main liaison between customers Customer Success Managers Product and Engineering teams to coordinate bug tracking resolution and support communications.
- Create repeatable support processes documentation and knowledge base updates while helping improve customer journeys adoption and internal presentation materials.