Product Support Specialist II - job 2 of 2

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Product Support Specialist II in the United States.

The Product Support Specialist II plays a critical role in ensuring customer success by providing advanced support for complex product issues and contributing to continuous product improvement. You will serve as a subject matter expert for assigned products, lead escalated cases, and mentor junior team members. This position requires analyzing customer data and product feedback to proactively address potential issues and enhance support processes. You will collaborate closely with cross-functional teams, including product management, engineering, and marketing, to drive improvements in workflows and customer satisfaction. This role offers an opportunity to impact the overall customer experience while gaining exposure to strategic initiatives and process enhancements. It is ideal for someone who thrives in a data-driven, collaborative environment and enjoys solving challenging technical problems.

Accountabilities:

• Serve as a subject matter expert for assigned products, taking ownership of escalated cases and resolving them through advanced troubleshooting and root cause analysis.
• Mentor and guide junior team members, sharing knowledge and best practices to strengthen the support team’s capabilities.
• Lead cross-functional initiatives to improve support processes, collaborating with product management, engineering, and marketing teams.
• Analyze customer data and product usage trends to proactively identify potential issues and implement preventative solutions.
• Collaborate with R&D to address recurring product issues and provide insights that inform the product roadmap.
• Ensure quality and accuracy of knowledge base articles, acting as an approver and contributing new content as needed.
• Develop understanding of product integration and region-specific requirements to optimize support for diverse markets.

• Bachelor’s degree in a related field or equivalent professional experience.
• 4-6 years of product support experience, including advanced troubleshooting of complex issues.
• Proven expertise in resolving escalated cases and providing technical guidance.
• Strong mentorship abilities and cross-functional collaboration skills.
• Analytical thinking with a proactive approach to problem-solving and process improvement.
• Excellent verbal, written, and interpersonal communication skills.
• Ability to understand product interdependencies and provide holistic solutions across the product ecosystem.
• Experience supporting international customers is a plus.

• Competitive hourly rate: $18.00 - $26.00, depending on skills, experience, and location.
• Comprehensive health, dental, and vision insurance plans.
• Flexible work arrangements and supportive remote environment.
• Opportunity to mentor team members and influence process improvements.
• Exposure to strategic initiatives and cross-functional collaboration.
• Chance to contribute to product enhancements that improve customer experience globally.

Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching.

When you apply, your profile goes through our AI-powered screening process designed to identify top talent efficiently and fairly.

🔍 Our AI evaluates your CV and LinkedIn profile thoroughly, analyzing your skills, experience, and achievements.
📊 It compares your profile to the job’s core requirements and past success factors to determine your match score.
🎯 Based on this analysis, we automatically shortlist the three candidates with the highest match to the role.
🧠 When necessary, our human team may perform an additional manual review to ensure no strong profile is missed.

The process is transparent, skills-based, and free of bias — focusing solely on your fit for the role. Once the shortlist is completed, we share it directly with the company that owns the job opening. The final decision and next steps (such as interviews or assessments) are then made by their internal hiring team.

Thank you for your interest!

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