Technical Product Support Specialist - Remote

Overview

As a member of the respected Zignal Labs Product Support team, you will specialize in responding to and resolving customers’ technical issues on the Zignal Labs platform.

In Short

• Develop and deliver scalable, repeatable, and predictable support processes.
• Deliver technical support and product guidance to users during Eastern region business hours.
• Provide rotating weekend triage coverage as part of the support schedule.
• Liaise and manage communications between customers and Product/Engineering teams.
• Work closely with leadership teams to develop support strategies.
• Create internal and external product support documentation.
• Map customer journeys and contribute to presentation materials.
• Enable leadership to enforce program structure for product adoption.
• Achieve positive outcomes from customers.

Requirements

• 2+ years of experience in a customer-facing product/technical support role.
• Experience with ticketing and support software like JIRA, Zendesk, or Freshdesk.
• Prior experience with an OSINT tool.
• Experience with Claude, N8N, and other agentic tools.
• Outstanding time management skills.
• Strong sense of duty in resolving technical issues.
• Exceptional written and verbal communication skills.
• Problem-solving skills for root cause analysis.
• Ability to thrive in a fast-paced environment.

Benefits

• Fully remote work environment.
• Opportunity to work with a respected team.
• Engagement with cutting-edge technology.
• Chance to contribute to customer success and product development.