Product Support Engineer I - Remote

Overview

Gravitate is looking for a Product Support Engineer I to join our remote Support team. This is a frontline product-support role for someone who can manage a high volume of incoming SaaS support tickets while delivering strong technical troubleshooting, clear customer communication, disciplined triage and escalation, and continuous improvement of our knowledge base and AI-enabled ticket deflection.

In Short

• Join a remote Support team as a Product Support Engineer I.
• Manage a high volume of SaaS support tickets.
• Deliver strong technical troubleshooting and customer communication.
• Contribute to knowledge base improvements and automation.
• Work independently in a remote setting.
• 3+ years of experience in SaaS or technical support required.
• Excellent written communication skills needed.
• Experience with ticketing systems and CRM tools.
• Positive, collaborative approach to customer support.
• Comfortable working in a fast-paced support environment.

Requirements

• Manage multiple concurrent customer issues effectively.
• Provide clear reproduction steps and supporting documentation.
• Recognize ticket patterns for knowledge-base improvements.
• Communicate calmly in high-friction situations.
• Stay current on product releases and support best practices.
• Maintain reliable availability during core support hours.

Benefits

• Work in a collaborative and supportive team environment.
• Opportunities for personal and professional growth.
• Engage in continuous improvement initiatives.
• Participate in a remote-first work culture.