We are looking for a technically fluent
Product Support Specialist to serve as a trusted partner to our customers throughout their journey with AccessFlow. In this role, you will own the end-to-end support experience; from ensuring new customers are onboarded smoothly and set up for success, to diagnosing and prioritizing complex technical issues with speed and clarity. You bring more than strong communication skills: you9re comfortable reading and writing code, navigating developer environments, and diving deep into the technical details that matter most to our users. If you thrive at the intersection of people and technology and take pride in turning frustrating problems into seamless experiences, we would love to meet you.
Responsibilities:
- Respond to technical customer inquiries and requests through online chat, email, and Zoom with accuracy, professionalism, and empathy.
- Customer Onboarding: Ensure new customers are set up for success from day one by guiding them through platform setup, key workflows, and best practices tailored to their environment.
- Deep Troubleshooting: Go beyond basic triage. Actively investigate logs, reproduce issues, and perform root-cause analysis before escalating to the R&D team.
- Reduce ticket routing delays by properly categorizing and escalating technical issues that require intervention from other teams (including R&D and Professional Services).
- Proactively identify common trends and escalation patterns and relay findings to the appropriate team lead or department.
- Ensure that internal knowledge bases and documentation are accurate, up to date, and reflective of current product behavior.
- Collaborate closely with Customer Success, Product, and Engineering teams to improve support workflows and customer satisfaction.
- Serve as a technically credible partner to developers; understanding their workflows, communicating clearly in their language, and delivering solutions that integrate smoothly into their environments.
Requirements:
- 2-5 years of Technical Product Support experience, ideally within a SaaS or developer-focused product environment.
- Technical & Code Comprehension: Proven ability to read and analyze system logs, trace errors, and understand API behaviors. Comfortable reading code (e.g., JavaScript, Python, HTML/CSS) to pinpoint potential bugs and navigate developer environments. Ability to write basic scripts or code snippets to reproduce issues or assist customers with integrations is a strong plus.
- Ecosystem Familiarity: Strong understanding of modern Software Development Life Cycle (SDLC) concepts, DevTools, and REST APIs.
- Customer Onboarding: Experience owning or contributing to customer onboarding workflows, technical implementation support, or getting-started programs that set customers up for long-term success.
- Web Accessibility: Solid working knowledge of web accessibility standards (WCAG, ADA)- Strong advantage given the nature of our product.
- Solid understanding of web technologies (browsers, HTML/CSS, cookies, extensions) and hands-on experience troubleshooting web-related issues.
- Proficiency with chat and ticketing systems such as Zendesk, Jira, or similar platforms.
- Strong time management and multitasking abilities in fast-paced environments.
Advantages:
- The salary band for this position ranges from $120,000-$150,000 dependent on experience, skill set, and location. Remote roles will be accepted.
- Career Planning and Growth Opportunities
- Opportunity to be a key employee for the world leader in online accessibility
