{"id":2500685,"url":"https://alion.io/job/productsup-technical-support-specialist-nam","title":"Technical Support Specialist - NAM","company":{"id":173393,"name":"Productsup","domain":"productsup.com","url":"https://alion.io/company/productsup","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"HiBob","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":48000,"max_usd":89000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":84},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Confluence","optional":false},{"name":"Jira","optional":false}],"status":"live","first_seen_at":"2026-08-11T10:52:39Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-25T11:49:29Z","board_verified":true,"closed_at":null,"days_open":75,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":75},"description":"Productsup is a Berlin based company with a strong global customer base. We’re seeking an ambitious, customer obsessed Technical Support Specialist to support our customers on our powerful, feature rich e-commerce data platform.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.\nIn your first 3 months, you will:\nPlatform Foundation: Build a strong foundation in the Productsup platform, core customer use cases, help center resources, and e-commerce data structures.\nTeam Shadowing: Shadow 1st level and 2nd level support specialists during ticket investigations and client calls to learn internal troubleshooting methods.\nRoutine Ticket Handling: Handle standard client inquiries and platform setups in Zendesk under the guidance of senior team members.\nAI Tooling Adoption: Utilize approved AI tools to search internal documentation, draft response templates, and summarize ticket threads efficiently.\nInternal Tools Proficiency: Collaborate comfortably within Confluence and Jira to communicate with cross functional teams, share knowledge and document solutions.\nIn your first 6 months and beyond, you will:Independent Support Ownership: Independently investigate and resolve intermediate to complex customer inquiries, including catalog feed errors, mapping issues, and platform configuration bugs.\nCross Functional Collaboration: Work directly with CSMs, Product, and Engineering to handle case escalations, manage dependencies, and track feature requests.\nDocumentation & Knowledge Sharing: Identify recurring client questions and create reusable knowledge base articles, internal workarounds, or training materials for the team.\nFlexible Coverage & Ownership: Support team coverage, step in during urgent customer escalations, and help maintain consistent service level performance across the East Coast time zone.\nWhat You Bring to the Team\nExperience: 2-5+ years of professional experience in a technical customer support or customer engineering role for a complex B2B SaaS platform or AdTech environment.\n 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).\nSolid understanding of performance marketing and the e-commerce ecosystem.\n\nEmpathetic & 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.\nExcellent written and spoken English skills with an empathetic approach to handling customer escalations under tight SLAs.\n\nAI Literacy & Everyday Efficiency:Proficiency in using AI tools to streamline daily workflows.\nCritical thinking to evaluate AI outputs for accuracy, tone, and security compliance before customer delivery.\n\nProblem 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.\n Tools & Technical Setup: Experience with ticketing, documentation, and project tracking tools (Zendesk, Jira, and Confluence preferred).\nTime Management & Prioritization: Strong sense of urgency, ability to prioritize daily workloads balancing SLA metrics, customer impact, and support the team’s goals.\nWhat We Offer You\nA permanent position with an attractive salary at our growing company\nThe option to work remotely and flexibly, because we know outstanding talent knows best how and where to work\nA unique and thorough onboarding program where you’ll learn the ins-and-outs of our company and product\nOngoing internal and external training, plus a yearly learning budget to help you continuously grow professionally and further your career with Productsup\nOpportunities for engaging in our Corporate Social Responsibility initiatives, plus one paid Impact Day per year dedicated to voluntary work\nEmployee referral bonuses: we know that talent attracts talent, and we encourage you to refer people you know to join our team\nThe opportunity to take ownership and responsibility, impacting the company’s growth in an international environment with 40+ nationalities\n401(k) plan with an attractive employer contribution\nVarious plans for health insurance with vision and dental options\nParental leave options\nEmployee Assistance Program\nProductsup 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.\nPlease 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\"","description_format":"text","description_chars":5122,"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":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Health insurance","Parental leave"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Commerce","Retail & Commerce AI","Supply Chain & Logistics Software"],"lifecycle":[{"event":"open","at":"2026-10-14T05:46:25Z"}],"visa":[],"liveness":{"score":12,"band":"cold","label":"Long shot","p_open":1,"p_active":0.446,"p_room":0.28,"age_days":74,"expected_fill_days":29,"reasons":["conf:1","win:tail","crowd:junior"],"computed_at":"2026-10-25T05:49:26Z"},"pay":null,"html_url":"https://alion.io/job/productsup-technical-support-specialist-nam","json_url":"https://alion.io/job/productsup-technical-support-specialist-nam.json","meta":{"generated_at":"2026-10-25T14:06:13Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":20172,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-26T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":173393},"rest":"https://alion.io/mcp/rest/get_company?id=173393"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fproductsup-technical-support-specialist-nam"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fproductsup-technical-support-specialist-nam"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fproductsup-technical-support-specialist-nam"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/productsup-technical-support-specialist-nam\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fproductsup-technical-support-specialist-nam"}]}