Product Support Specialist

Namely; Mountain View (CA); Hybrid; USD 60,000 - 80,000; Full time

Job summary

Namely in Mountain View, California is seeking a GCS - Product Support Specialist for night shifts. The role involves providing day-to-day software application support in a 24x7 environment, ensuring high customer satisfaction by meeting service level agreements (SLAs) on assigned cases.

The ideal candidate should have a Bachelor’s degree in computer science and 1-3 years of experience in application support, particularly in a SaaS setting. This position requires strong organizational and communication skills, as well as a customer-centric mindset.

Qualifications

• 1-3 years of customer-facing application support experience, preferably in a SaaS environment.
• Basic awareness of SaaS, cloud computing, FTP, SSO, SMTP, HTML, and related technologies.

Responsibilities

• Provide day-to-day functional and technical software application support in a 24x7 environment.
• Ensure proper follow-up on assigned cases to meet SLAs and maintain high customer satisfaction.
• Prioritize work-on-hand cases with high customer impact.

Skills

Customer-centric mindset

Excellent written and verbal communication skills

Strong organizational skills

Analytical and problem-solving skills

Hands-on experience with access management

Education

Bachelor’s degree in computer science or equivalent

Job description

GCS - Product Support Specialist (L1) | Night Shifts - US EST PST | SaaS Support

Responsibilities

• Provide day-to-day functional and technical software application support in a 24x7 environment.
• Ensure proper, timely, and ongoing follow-up on assigned cases to meet SLAs and maintain high customer satisfaction (CSAT).
• Perform time‑bound and superior customer communication through CRM (Salesforce), phone, and e‑mail.
• Prioritize work‑on‑hand cases with high customer impact and deliver timely resolution.
• Engage next‑level support with proper triage and documentation when necessary.
• Maintain product certification on Cornerstone products and deepen expertise.
• Actively use the knowledge base, forums, and help channels/resources.
• Consistently deliver to set goals and beyond.
• Collaborate with team members worldwide.
• Observe privacy and security obligations.

Qualifications

• Bachelor’s degree in computer science or equivalent.
• 1-3 years of customer‑facing application support experience, preferably in a SaaS environment.
• Hands‑on experience with access management, Single‑Sign‑On (SSO), and related issues.
• Basic awareness of SaaS, cloud computing, FTP, SSO, SMTP, HTML, and related technologies.
• Strong organizational skills with understanding of processes, SLAs, and support tools.
• Excellent written and verbal communication skills.
• Customer‑centric mindset and passion for providing excellent service.
• Positive attitude and ability to think out of the box.
• Patient, organized, composed, and a good listener, responding thoughtfully to any situation.
• Strong analytical and problem‑solving skills.
• Team player who promotes and influences positive team spirit toward inclusive success.

Additional Requirements

The role requires working in a 24x7 environment (mostly US shifts).

Note: Experience in infrastructure, hardware, network, or application support is not considered; only experience in technical, product, or software support is applicable.