Product Support Specialist

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Product Support Specialist based in Germany.

This role combines technical customer support, product expertise, and customer advocacy within a remote-first environment focused on high-quality software experiences.

You will guide customers through onboarding, account setup, troubleshooting, integrations, and product discovery while resolving issues across multiple communication channels.

The role goes beyond answering support requests by turning customer feedback into actionable insights that can influence product decisions.

You will work closely with engineering teams to investigate, reproduce, and document technical issues and help improve the overall customer experience.

You will also contribute to technical documentation, internal knowledge sharing, and strategic projects that strengthen support operations.

The environment values deep focus, asynchronous collaboration, strong communication, and a genuine commitment to software quality.

This is an excellent opportunity for a technically curious support professional who enjoys solving complex problems and helping customers succeed.

Accountabilities:

• Customer Support & Onboarding: Support customers throughout their end-to-end experience, including onboarding, account setup, troubleshooting, feature discovery, integration support, and general product guidance.
• Issue Investigation: Investigate and resolve inbound customer issues received through multiple communication channels, including email, Slack, social platforms, and community forums, while providing clear and effective responses.
• Technical Troubleshooting: Diagnose technical problems involving product functionality, APIs, integrations, browsers, operating systems, and mobile environments, adapting troubleshooting approaches to different customer setups.
• Engineering Collaboration: Partner closely with engineering teams to investigate, reproduce, document, and communicate product bugs and technical issues, helping ensure problems are clearly understood and addressed.
• Customer Insights: Identify recurring issues, trends, and valuable feedback from customer interactions and communicate these insights to relevant teams to help inform product improvements and decisions.
• Knowledge & Documentation: Contribute to technical documentation and internal knowledge resources, helping customers and internal teams find accurate information and resolve common issues efficiently.
• Strategic Projects: Lead or contribute to selected projects designed to improve the support experience, strengthen internal knowledge sharing, and enhance product operations.

Requirements

• Location: Currently based in Canada and comfortable working in a remote-first environment with asynchronous collaboration.
• Technical Customer Support: Experience supporting technical or engineering-oriented users, with a strong understanding of customer service principles and the ability to adapt communication for both technical and non-technical audiences.
• Communication Skills: Excellent written and verbal communication skills, with the ability to explain technical concepts clearly, patiently, and effectively across different audiences and communication channels.
• Troubleshooting: Hands-on experience diagnosing technical issues, including APIs, integrations, account configurations, and different user environments such as browsers, Windows, Mac, and mobile devices.
• Technical Curiosity: Strong interest in technology, software quality, and continuous learning, with the curiosity and initiative to develop deeper technical knowledge over time.
• Technical Skills: Familiarity with SQL, JavaScript, APIs, and GitHub is an advantage. Direct experience is not mandatory, but a willingness and ability to learn these technologies is highly valued.
• Problem-Solving: Strong analytical and investigative skills, with the ability to reproduce issues, identify patterns, communicate findings, and work collaboratively toward effective solutions.
• Product Mindset: Passion for high-quality software and customer experiences, combined with the ability to translate customer needs and feedback into useful product and operational insights.
• Role Scope: This is a product support position rather than a product engineering role, making strong customer-facing technical skills and problem-solving ability particularly important.

Benefits

• Compensation: Competitive salary and equity participation.
• Equity: Employee-friendly equity terms, including extended exercise windows.
• Meals & Coffee: Daily meal and coffee stipend for every workday.
• Workspace: Paid co-working space or desk to support an effective remote working environment.
• Health Coverage: Health coverage provided according to applicable country requirements.
• Paid Vacation: Five weeks of paid vacation in addition to local statutory holidays.
• Parental Leave: Four months of paid parental leave.
• Extended Time Off: A paid month off after four years, with an additional paid month off every two years thereafter.
• Team Connection: Regular team events and off-sites designed to build strong relationships across the distributed team.
• Remote-First Work: No required commute, with a remote-first approach that supports focused asynchronous work and flexibility.