Product Support Specialist

Docplanner; Fatih; On-site; TRY 240,000 - 320,000; Full time

Job summary

Docplanner is seeking a Product Support Specialist to bridge Product, Tech, Customer Success and Sales. You will handle product-related questions, help resolve issues, and keep product knowledge up to date. You will learn and grow into a product-focused role with a proactive, ownership-driven approach.

The ideal candidate has 1–2 years of professional experience, strong communication skills, and a genuine interest in how digital products work. English fluency is a must.

Qualifications

• 1–2 years of professional experience in product or customer support.
• Fluent English, both written and spoken.
• Strong communication and the ability to explain technical topics clearly.
• Proactive, self-motivated and independent working approach.
• Curiosity and willingness to learn quickly.

Responsibilities

• Follow and manage product-related tickets, ensuring issues are understood and resolved or escalated.
• Support Customer Success and Sales with product and technical questions.
• Stay up to date with new features and changes.
• Take ownership when team members are unavailable and ensure follow-ups are not lost.
• Investigate recurring issues and identify opportunities for better documentation, training or product improvements.
• Translate customer and business needs into clear information for Product and Tech teams.
• Support product trainings and improve internal product knowledge.
• Coordinate with global teams on product topics and local feedback.

Skills

Communication skills

English fluency

Problem solving

Ownership

Multi-stakeholder collaboration

Tools

Jira

Salesforce

Zendesk

Job description

As a Product Support Specialist, you will be a key point of contact between our Product, Tech, Customer Success and Sales teams. You will help teams understand and solve product-related questions and issues, while keeping our product knowledge up to date. This is a role where you will learn and grow into a product-focused position. We are looking for someone with some professional experience, strong communication skills and a genuine interest in how digital products work. You don't need to know everything from day one - curiosity, ownership and the ability to learn quickly are what matter most.

What will you do?

• Follow and manage product-related tickets, ensuring issues are properly understood, followed up and resolved or escalated.
• Support Customer Success and Sales teams with product and technical questions.
• Follow the product closely and stay up to date with new features and changes.
• Take ownership of product-related topics when the relevant team member is unavailable, ensuring important follow-ups are not lost.
• Investigate recurring issues and identify opportunities for better documentation, training or product improvements.
• Translate customer and business needs into clear information for Product and Tech teams.
• Support product trainings and improve internal product knowledge.
• Work with global teams when needed on product-related topics and local feedback.

What are we looking for?

• Fluent English, both written and spoken, is a must.
• 1-2 years of professional experience, ideally in product support, customer support, technical support, operations, SaaS or a similar environment.
• Strong communication skills and the ability to explain technical or product topics clearly.
• Comfortable working with tickets, support tools and different stakeholders.
• Genuine interest in digital products and technology. You don't need to be a developer, but you should not be afraid of technical topics.
• Strong problem-solving skills and the ability to investigate issues before escalating them.
• Ability to manage multiple topics and keep track of follow-ups.
• Proactive, self-motivated and independent working approach.
• Good analytical and organizational skills.
• A results-oriented mindset and a strong sense of ownership.

It would be a plus if you have

• Experience with a SaaS or digital product.
• Experience with tools such as Jira, Salesforce, Zendesk or similar platforms.
• Basic understanding of web applications or technical troubleshooting.
• Experience working with Product or Engineering teams..