Product Specialist

About the Role

We’re hiring a Product Specialist to sit at the heart of customer support and product quality. You’ll respond to live support requests, investigate bugs in real time, and work closely with engineering and product to ensure issues are resolved quickly and clearly. You’ll play a key role in keeping our customers unblocked, and helping our team stay fast, focused, and close to user pain.

• Respond to incoming support tickets and product questions (Intercom, Slack, email)
• Investigate live issues, replicate bugs, and gather technical details
• Create well‑scoped bug reports with context, repro steps, and priority guidance
• Partner with engineering and product to coordinate resolution and track progress
• Follow up with users once fixes or workarounds are in place
• Maintain clean documentation, internal tools, and support workflows (Linear, Notion, etc.)
• Spot recurring themes in feedback and flag insights to product leadership

• 2–4+ years of experience in support engineering, product ops, or customer support at a SaaS company
• A clear and calm communicator, especially when customers are blocked
• Curious and scrappy — you dig into bugs, run tests, and clarify edge cases
• Can balance fast response times with thoughtful root cause analysis
• Organized, proactive, and comfortable coordinating across functions
• Based in SF or open to relocating (in‑office 5 days/week)

• Prior experience in AI, SaaS, or recruiting tech
• Technical / product manager background
• Experience with tools like Linear, Notion, Intercom, Hub Spot, or Post Hog
• Ability to write internal documentation, create bug tickets, or support triage automation