Product Support Specialist

Product Support Specialist

Join our team as a Product Support Specialist reporting to the Senior CX Manager (UK). In this key customer‑facing role, you will support customers in successfully using the Arlo platform.

Your primary focus will be on resolving customer issues, improving support processes, and helping customers get the most from the platform.

• Customer Support & Issue Resolution:
  Handle customer enquiries, troubleshoot issues, and provide timely, accurate solutions.
• Product Expertise & Enablement:
  Act as a product expert, guiding customers and supporting training and knowledge sharing.
• Customer Experience Improvement:
  Maintain and improve support documentation, FAQs, and self‑service resources.
• Collaboration:
  
  Work closely with Product, Engineering, and Customer Success teams to resolve issues and improve outcomes.
• Customer Insights:
  Share feedback and identify trends in customer issues to influence product improvements.
• Process Improvement:
  Identify and support improvements to support workflows, response times, and efficiency.

At Arlo, you’ll find a supportive team that trusts you to make an impact, gives you the freedom to grow, and the space to do your best work. We value clarity, grit, ownership, and curiosity, and we’re not afraid to challenge ideas to reach the best outcome. We work hard, move fast, and celebrate wins together.

• 1+ years in a customer support or similar role in SaaS/technology.
• Experience troubleshooting product or technical issues.
• Experience delivering end‑user training or customer guidance.
• Experience with ticketing systems (e.g., Zendesk) is a bonus.

• Strong problem‑solving and analytical skills.
• Ability to manage multiple tasks and priorities effectively.
• Excellent written and verbal communication skills.
• Comfortable working in a fast‑paced, scale‑up environment.
• Results‑driven with a proactive mindset.
• HTML, CSS, or JavaScript troubleshooting is a bonus.

• Customer‑focused with a strong commitment to service.
• Empathetic and able to build trust with customers.
• Proactive and solution‑oriented.
• Collaborative team player across functions.
• Strong initiative and willingness to learn.
• Knowledge sharing mindset and continuous improvement focus.

Ready to become a product expert and help customers succeed? If you enjoy solving problems, supporting customers, and building deep product knowledge, apply now with your CV. Applications will be reviewed on a rolling basis.