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 United Kingdom.

This role offers the opportunity to become a key contributor to a growing product support function within a fast-paced SaaS environment.
You will act as the bridge between customers, product teams, and engineering, ensuring users receive fast and effective solutions.
The position combines technical problem-solving, customer communication, documentation, and process improvement.
You will help shape support operations, establish best practices, and improve how customers experience the product.
Working closely with cross-functional teams, you will contribute to product quality, customer satisfaction, and continuous improvement.
This is an ideal opportunity for someone who enjoys ownership, learning new technologies, and making a visible impact in a scaling organization.

As a Product Support Specialist, you will own the customer support experience for product-related questions while helping build scalable support processes and resources.

• Serve as the first point of contact for product-related inquiries through chat and other support channels, providing clear, empathetic, and efficient solutions.
• Investigate customer issues by reviewing logs, identifying patterns, documenting bugs, and collaborating with Product and Engineering teams to ensure effective resolution.
• Perform quality checks before product releases to stay informed about new features and ensure a smooth customer experience.
• Create, maintain, and improve knowledge base resources, including help center articles that make complex product topics easier to understand.
• Produce product communication materials, including feature update videos and announcements that help users understand and adopt new functionalities.
• Continuously improve support workflows and processes to increase efficiency and enhance customer satisfaction.
• Act as a product expert by supporting Customer Success teams with product training, troubleshooting guidance, and best practices.

The ideal candidate has experience supporting technical products in a B2B SaaS environment and combines strong communication skills with analytical thinking and a customer-focused mindset.

• 1-4 years of experience in customer-facing technical support or a similar role within a SaaS company.
• Familiarity with cloud platforms such as AWS, Google Cloud, or Microsoft Azure, as well as APIs and support platforms like Zendesk or Intercom.
• Ability to extract and analyze information using SQL to investigate issues and support decision-making.
• Strong problem-solving skills with the ability to analyze technical issues and collaborate with engineering teams without requiring hands-on coding.
• Excellent written and verbal English communication skills, with confidence interacting with customers and creating detailed documentation.
• Strong ownership mindset, taking responsibility for customer issues from identification through resolution and documentation.
• Ability to thrive in a fast-moving startup environment, quickly learn new tools, and proactively improve processes.

The company provides a flexible, remote-first environment with strong support for professional growth, employee wellbeing, and long-term ownership.

• Fully remote work environment with access to a virtual office space.
• Competitive local salary package aligned with market standards.
• Equity package, allowing employees to share in the company’s long-term success.
• Access to mentorship from experienced leaders, investors, and industry experts.
• Annual personal development budget of €1,000.
• Home office budget and access to co-working spaces.
• 26 days of annual leave plus local public holidays.
• Comprehensive health insurance coverage.
• Annual company retreat and team events to strengthen collaboration and relationships.
• Latest technology equipment, including laptop, monitors, and headphones.