Technical Product Support Specialist

Job OverviewThe Technical Product Support Specialist will serve as the connection between product development, client support, and user education. This role is designed for a technically minded professional who wants to deepen their expertise in both technical problem-solving and client engagement, while growing toward broader product ownership responsibilities.Responsibilities and DutiesSupport Ticket OversightMonitor and triage incoming product support tickets across Tier IIII levels.Troubleshoot issues and provide solutions directly to clients (Tier I and Tier II tickets), escalating to Development when necessary (Tier III tickets).Document and track recurring support issues to identify patterns and recommend product improvements.Lead regular audits of support tickets to ensure accuracy, consistency, and closure.Client Education & AdvocacyOversee client onboarding, ensuring smooth setup and adoption of product features.Assist in prioritizing client requests, ensuring they are tracked, feasible, communicated, and resolved in alignment with client needs and company priorities.Support product demos and technical walkthroughs for prospective clients.Host client training sessions, webinars, and office hours as needed from a technical perspective both virtually and on-site as needed. Create technical documentation, client-facing FAQs, and step-by-step guides.Identify client requests as appropriate into custom project opportunities and collaborate with Development on feasibility.Act as a technical liaison between clients and internal teams, ensuring clarity on requirements and outcomes.Qualifications24 years of experience in technical support, client success, or product-related role with a background in education technology preferred. Comfortable troubleshooting and problem-solving technical issues. Familiar with cloud platforms (AWS, Azure, or GCP), APIs, or basic scripting (Python a plus)Strong communication and presentation skills with clients and internal teamsOrganized, detail-oriented, and able to manage multiple client projectsExperience with Learning Management Systems (Blackboard, Canvas, D2L) preferredHands-on experience with CRM software and support ticketing systems (e.g. Zendesk) a plus. Eager to learn and grow into broader product responsibilitiesBenefitsBe part of a growing and innovative company.Work in a collaborative and fast-paced environment.Opportunity to make a real impact on product quality and client satisfaction.Unlimited PTO. Benefits package including medical, dental, and vision. Healthy work-life balance with flexible work arrangements (to be discussed during interview).Additional DetailsSalary will be between $60,000 - $70,000 commensurate with experienceIdeally, the candidate should be available to start late November to early December

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