Product Support Specialist - Remote

Overview

As a Product Support Specialist at Thalamus, you will ensure customer success and satisfaction by providing efficient and effective product support.

In Short

• Provide empathetic and knowledgeable support for complex issues.
• Meet target ticket handling SLAs as a product expert.
• Document and escalate verified product bugs.
• Identify recurring pain points and share insights with product teams.
• Create and maintain a robust knowledge base for self-service resources.
• Participate in on-call coverage rotations for high-quality support.

Requirements

• Experience as a technical support representative for a SaaS product.
• Strong technical aptitude and quick learning curve.
• Ability to handle escalated tickets and troubleshoot complex issues.
• Excellent critical thinking skills and sound judgment under pressure.
• Clear and empathetic written and verbal communication skills.
• Comfortable in a fast-paced, remote-first environment.
• Dedication to delivering exceptional customer experiences.

Benefits

• Full-time, exempt W-2 position.
• Flexible working hours aligned with peak customer activity.
• Opportunity to work in a mission-driven organization.
• Equity and benefits included in total compensation.