What you'll doAs part of our growing Product Support team, you will be a critical driver in delivering outstanding user experiences. This role goes beyond basic troubleshooting-it's about using your technical expertise, diagnostic mindset, and project management skills to improve our support systems, processes, and product quality.
You will own complex technical user issues and coordinate with cross-functional teams, including Engineering and Product, to drive them to resolution. A deep understanding of SQL and APIs will allow you to engage with these teams effectively, analyze data to inform decisions, and propose solutions that drive operational efficiency. Your work will focus on scaling support operations, creating better user experiences, and driving continuous improvements.
Responsibilities- Analyze and troubleshoot complex technical issues through direct user interaction, using SQL to extract and interpret data alongside API documentation.
- Develop product and platform expertise, working closely with Engineering, Product, and Operations teams to diagnose and resolve user issues.
- Optimize and scale support processes to enhance efficiency and improve the overall user experience, incorporating data-driven insights and metrics.
- Lead continuous improvement initiatives aimed at achieving key performance metrics such as Consumer Satisfaction (CSAT), Contact Rate, and service-level compliance.
- Create and refine documentation to empower users to resolve issues through self-service, reducing dependency on support teams.
- Partner with Product and Engineering to advocate for platform improvements based on user feedback and ensure long-term product reliability.
- Lead cross-functional projects aimed at identifying inefficiencies in current processes and driving the implementation of long-term solutions.
- Challenge the status quo and drive innovation in user support strategies and operational processes.
Who you areWe're looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.
Minimum requirements- 5+ years of experience in a customer-facing product support role, with a focus on troubleshooting technical issues.
- Proficiency in SQL for data analysis and querying, with the ability to interpret datasets.
- Experience working with APIs.
- Strong problem-solving skills, with the ability to diagnose complex issues and drive them to resolution.
- Proven experience in stakeholder management, with the ability to influence cross-functional teams and drive progress.
- Experience in project management, particularly in optimizing processes, workflows, or support operations.
Preferred qualifications- Strong data analysis skills, with a passion for interpreting data to improve decision-making.
- Ability to explain technical concepts to both technical and non-technical stakeholders.
- Proficiency in technical environments and the ability to diagnose and resolve highly technical user issues.
