Global Product Support Specialist

ServicePower; United States; On-site; USD 65,000 - 90,000; Full time

Job summary

ServicePower is seeking a Product Support Specialist for its Global Customer Care team to provide third-line technical support for customers in North America and Europe. You will understand the ServicePower product set, share best practices, reproduce issues, work with partners to troubleshoot, and drive resolutions, while maintaining clear communication and SLAs.

Location: United States. On-site role with willingness to work flexible hours to support North American customers.

Qualifications

• IT degree or equivalent experience required.
• Strong communication and organizational skills essential.
• Experience supporting a complex in-house software package.
• Ability to write and understand SQL queries and database concepts.
• Willingness to work flexible hours for North American customers.

Responsibilities

• Utilize tools such as PERL, HTML, XML, Jira, AWS, PL/SQL, Qlikview, Tomcat to diagnose and troubleshoot issues.
• Work with development to provide detailed troubleshooting and escalation information.
• Communicate clearly with customers and adhere to SLAs; document actions taken.
• Own support tickets, manage queues, and ensure timely resolution.
• Collaborate with team members to balance workload and handle on-call rotations.
• Assist with outage coordination when necessary.

Skills

Effective communication

Highly organized

Detail oriented

Task management

APIs & Web Services

RDBMS queries (Oracle/SQL Server)

Windows system administration

On-call readiness

Flexibility in hours

Education

IT related degree or equivalent experience

Tools

PERL

HTML

XML

Jira

AWS

PL/SQL

Qlikview

Tomcat

Job description

ServicePower is seeking a Product Support Specialist for its Global Customer Care team to provide third-line technical support for customers in North America and Europe. You will understand the ServicePower product set, share best practices, reproduce issues, work with partners to troubleshoot, and drive resolutions, while maintaining clear communication and SLAs.

Location: United States. On-site role with willingness to work flexible hours to support North American customers.