Technical Support Specialist - NAM

In this role, you will be the frontline technical expert during US East Coast coverage hours; overseeing day to day tickets, investigating complex data setup issues, prioritizing requests based on SLAs, collaborating closely with 2nd Level Technical Support, Customer Success Managers (CSMs) and Engineering, and helping build scalable internal documentation.

In your first 3 months, you will:

• Platform Foundation: Build a strong foundation in the Productsup platform, core customer use cases, help center resources, and e-commerce data structures.
• Team Shadowing: Shadow 1st level and 2nd level support specialists during ticket investigations and client calls to learn internal troubleshooting methods.
• Routine Ticket Handling: Handle standard client inquiries and platform setups in Zendesk under the guidance of senior team members.
• AI Tooling Adoption: Utilize approved AI tools to search internal documentation, draft response templates, and summarize ticket threads efficiently.
• Internal Tools Proficiency: Collaborate comfortably within Confluence and Jira to communicate with cross functional teams, share knowledge and document solutions.

• Independent Support Ownership: Independently investigate and resolve intermediate to complex customer inquiries, including catalog feed errors, mapping issues, and platform configuration bugs.
• Cross Functional Collaboration: Work directly with CSMs, Product, and Engineering to handle case escalations, manage dependencies, and track feature requests.
• Documentation & Knowledge Sharing: Identify recurring client questions and create reusable knowledge base articles, internal workarounds, or training materials for the team.
• Flexible Coverage & Ownership: Support team coverage, step in during urgent customer escalations, and help maintain consistent service level performance across the East Coast time zone.

What You Bring to the Team

• Experience: 2-5+ years of professional experience in a technical customer support or customer engineering role for a complex B2B SaaS platform or AdTech environment.
• Industry & Data Literacy:
  • Strong familiarity with e-commerce data structures (CSV, XML, JSON), data mapping, and catalog feeds (e.g., Google Merchant Center, Meta, Amazon).
  • Solid understanding of performance marketing and the e-commerce ecosystem.
• Empathetic & Tailored Communication:
  • Ability to translate complex technical errors, product logic, and system feeds into clear, step by step instructions and video walkthroughs tailored for non technical users.
  • Excellent written and spoken English skills with an empathetic approach to handling customer escalations under tight SLAs.
• AI Literacy & Everyday Efficiency:
  • Proficiency in using AI tools to streamline daily workflows.
  • Critical thinking to evaluate AI outputs for accuracy, tone, and security compliance before customer delivery.
• Problem Solving & Analytical Skills: Advanced structural and customer oriented thinking; able to identify patterns across recurring tickets, diagnose root causes independently, and evaluate technical trade offs.
• Tools & Technical Setup: Experience with ticketing, documentation, and project tracking tools (Zendesk, Jira, and Confluence preferred).
• Time Management & Prioritization: Strong sense of urgency, ability to prioritize daily workloads balancing SLA metrics, customer impact, and support the team’s goals.

What We Offer You

• A permanent position with an attractive salary at our growing company
• The option to work remotely and flexibly, because we know outstanding talent knows best how and where to work
• A unique and thorough onboarding program where you’ll learn the ins-and-outs of our company and product
• Ongoing internal and external training, plus a yearly learning budget to help you continuously grow professionally and further your career with Productsup
• Opportunities for engaging in our Corporate Social Responsibility initiatives, plus one paid Impact Day per year dedicated to voluntary work
• Employee referral bonuses: we know that talent attracts talent, and we encourage you to refer people you know to join our team
• The opportunity to take ownership and responsibility, impacting the company’s growth in an international environment with 40+ nationalities
• 401(k) plan with an attractive employer contribution
• Various plans for health insurance with vision and dental options
• Parental leave options
• Employee Assistance Program

Productsup values diversity. We celebrate our differences and strive to learn from each other with the firm conviction that diversity drives innovation. Our commitment to equal opportunities applies across our hiring processes and culture.

Please note that this recruitment process utilizes AI-assisted tools to help analyze and match applicant resumes. All screening decisions and resumes are reviewed by human recruiters, who make all hiring decisions"