Support Specialist

We're seeking a Support Specialist who brings substantial, practical know-how to join our organization. This individual will pair strong product understanding with active technical problem-solving to keep our systems stable and deliver a smooth experience for users.

Responsibilities

• Develop comprehensive working knowledge spanning all product areas to offer accurate guidance and workable technical resolutions
• Respond to incoming technical concerns, walk customers through complicated procedures, and address operational disruptions within established time limits
• Examine reports submitted by users, recreate the issues described, gauge their urgency and consequences, and file organized tickets for engineering follow-up
• Carry out early-stage quality checks and validate that fixes function properly prior to pushing updates out to users
• Serve as the connecting point between support, quality assurance, and engineering teams to keep everyone aligned on system status and open issues
• Identify patterns among repeated support cases and highlight signals that could indicate broader product concerns
• Keep internal reference materials and troubleshooting resources current to make future problem-solving more efficient
• Help guide new customers or users through initial setup and basic product usage
• Push forward unresolved or urgent matters to the right internal groups while keeping everyone updated on status
• Share observations with product teams regarding frequent user frustrations to inform future development

Requirements

• A minimum of two years working hands-on in L1/L2 technical support, application support environments, or manual quality assurance roles
• Demonstrated capability in recreating defects, prioritizing them appropriately, and capturing details in an organized, understandable format
• Solid rapport-building skills with end-users paired with a natural drive toward identifying and resolving problems
• Workable English communication skills at B2 proficiency or better, allowing accurate grasp of business requirements and their conversion into practical solutions

Nice to have

• Exposure to PIM/DAM platforms, which serve to organize, oversee, and distribute product data and digital media across different channels