{"id":3679206,"url":"https://alion.io/job/oktopost-product-support-specialist","title":"Product Support Specialist","company":{"id":9149,"name":"Oktopost","domain":"oktopost.com","url":"https://alion.io/company/oktopost","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"C","score":62,"open_postings":11,"ghost_share":0.636,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-11-03T05:54:40Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Grand Rapids, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Git","optional":false},{"name":"JavaScript","optional":false},{"name":"Jira","optional":false},{"name":"Linux","optional":false},{"name":"Rest API","optional":false},{"name":"SQL","optional":false},{"name":"Unix","optional":false}],"status":"live","first_seen_at":"2026-11-03T11:03:01Z","employer_posted_date":"2026-11-03","last_verified_at":"2026-11-03T22:37:01Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Oktopost is a B2B social media management platform that helps organizations manage their social presence, empower employees through advocacy, and connect social engagement to measurable business results.\nOur platform brings together social media management, employee advocacy, analytics, and integrations with the broader marketing technology ecosystem.\nWe're looking for a technically curious, customer-focused Product Support Specialist to join our team and help customers get the most out of Oktopost.\nAbout the Role\nAs a Product Support Specialist, you'll be responsible for investigating and resolving customer questions, technical issues, and unexpected application behavior across the Oktopost platform.\nYou'll work directly with customers to understand their challenges, troubleshoot complex problems, and deliver clear, actionable solutions. You'll also collaborate with our Engineering, Product, Customer Success, and Implementation Engineering teams to resolve issues and improve the customer experience.\nThis role combines technical problem-solving with customer communication. You don't need to be a software developer, but you should enjoy understanding how software works, investigating problems, and explaining technical concepts to people with different levels of technical expertise.\nWhat You'll Do\nOwn customer support requests: Investigate, troubleshoot, and resolve customer issues through email, support tickets, and video calls while providing clear, timely communication throughout the process.\nInvestigate technical problems: Diagnose application behavior, configuration issues, integration failures, and potential product defects using available troubleshooting tools and technical resources.\nCollaborate across teams: Partner with Engineering and Product to reproduce issues, document technical findings, escalate confirmed defects, and help drive problems to resolution.\nDevelop product expertise: Build a deep understanding of Oktopost's functionality, architecture, integrations, and how customers use the platform.\nSupport third-party integrations: Troubleshoot issues involving social media platforms, APIs, authentication, and connected marketing technologies.\nCreate and improve documentation: Contribute to customer-facing Help Center articles, internal troubleshooting guides, and knowledge-sharing resources.\nIdentify opportunities for improvement: Recognize recurring problems, documentation gaps, and customer pain points, and share actionable feedback with internal teams.\nWork collaboratively: Coordinate with Customer Success and Implementation Engineering to ensure customer needs are addressed by the appropriate teams.\nWhat We're Looking For\n2+ years of experience in SaaS technical support, application support, or a similar customer-facing technical role.\nStrong analytical and troubleshooting skills, with the ability to investigate complex problems and work toward solutions independently.\nExcellent written and verbal communication skills, including the ability to explain technical concepts clearly to non-technical audiences.\nExperience working with web-based software applications and investigating configuration, functionality, or integration issues.\nFamiliarity with web technologies, including HTTP, APIs, JSON, and browser developer tools.\nAbility to organize and prioritize multiple customer requests while maintaining clear ownership and communication.\nA collaborative mindset and willingness to work across technical and non-technical teams.\nCuriosity, attention to detail, and a willingness to continually learn new technologies and product capabilities.\nA Plus If You Have\nExperience troubleshooting REST APIs, webhooks, OAuth, or third-party integrations.\nWorking knowledge of JavaScript, SQL, or another programming or scripting language.\nFamiliarity with Git, command-line tools, or Unix/Linux environments.\nExperience with Zendesk, Jira, or similar customer support and issue-tracking platforms.\nExperience using application logs, monitoring tools, or other technical diagnostic resources.\nFamiliarity with social media management, digital marketing, marketing automation, or CRM platforms.\nExperience contributing to technical documentation or internal knowledge bases.\nWhat Success Looks Like\nYou'll be successful in this role when you're able to independently investigate and resolve customer issues, communicate confidently with customers, and collaborate effectively with colleagues to address more complex problems.\nOver time, you'll develop expertise across the Oktopost platform, become a trusted technical resource, and contribute to improvements that make our product and customer support experience better.","description_format":"text","description_chars":4683,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United 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