Product Support Specialist

Must be able to work 6am-3pm ET Mon-Fri

Product Support Specialists are responsible for assisting SheerID’s customers by answering product inquiries, troubleshooting technical issues, and facilitating change requests related to SheerID’s products and customer programs. They contribute to public-facing documentation and guides in SheerID’s knowledge base and play a key role in identifying customer needs to advocate for product improvements.

This position requires a focused, detail-oriented individual who is equally comfortable resolving technical issues and providing an excellent customer experience. This position interacts with SheerID’s customers and partners via multiple communication channels and must be able to work effectively in a high-volume, fast-paced environment while maintaining a professional demeanor rooted in empathy, active listening, and critical thinking.

• Triage incoming issues and requests, either taking ownership of or delegating the issue as appropriate in a timely manner.
• Provide technical product support to SheerID’s clients and their customers that is accurate, timely, and clearly communicated.
• Interact with customers directly via Zendesk ticketing system, email, video calls, and other modes as needed.
• Meet defined SLOs for ticket response and resolution times.
• Ensure complete resolution of issues directly or via available escalation paths.
• Engage cross-functionally with groups such as Professional Services, Product Management, and Engineering to advocate for customer needs and product improvements.
• Develop public-facing content for SheerID’s knowledge base
• Be available for rotating on-call duties via PagerDuty outside of regular business hours.
• Develop and maintain internal documentation for troubleshooting, tools, and processes.
• Maintain in-depth working knowledge of SheerID’s products and offerings.
• Maintain in-depth working knowledge of internal systems, tools, and processes.
• Proactively identify areas of improvement for both the customer experience and internal efficiency.
• Special projects and other duties as assigned

• Bachelor’s degree from an accredited university (or equivalent work experience).
• 1-2 years of customer-facing technical support experience (preferably B2B; preferably for SaaS products and/or in a startup environment).
• 1-2 years of technical writing experience (preferably public-facing documentation or technical guides).
• Experience using Zendesk or equivalent ticketing system.
• Adept within MacOS and Google Workspace environments.
• Excellent oral and written communication skills.
• Strong ability to bridge communication between technical and non-technical customers and stakeholders.
• Reliable attendance with evening, weekend, and holiday availability.