Product Support Specialist

Greenhouse Software, Inc.; United States; Remote; INR 6,629,000 - 9,944,000; Full time

Job summary

Amplemarket, a fast-growing B2B SaaS startup, is seeking a Product Support Specialist to be the face of the product for our users. You will resolve technical and product questions via email, chat, and occasional video calls, guiding customers through complex workflows to maximize value from our platform.

You will collaborate with Product, Engineering, and Customer Success to report recurring issues, share insights, and help prioritize improvements, while contributing to scalable support

Qualifications

• Hands-on experience in a customer-facing or support capacity.
• Familiar with ticketing systems, CRM, or remote support tools.
• Ability to investigate and troubleshoot product or technical issues.
• Proactive, problem-solver who follows through until customers are satisfied.
• Excellent written and verbal communication; ability to adapt tone.
• Comfortable in fast-paced, collaborative SaaS environments; willing to learn.
• Must be located in Europe, Middle East or Africa (EMEA) time zones).

Responsibilities

• Be the main point of contact for our users, communicating through email, chat, and occasional video calls to resolve technical and product-related questions.
• Troubleshoot and guide customers through product workflows, ensuring they can get the most value out of our platform.
• Collaborate with Product, Engineering, and Customer Success teams by reporting recurring issues, sharing customer insights, and helping prioritize improvements.
• Contribute to building and optimizing support processes, internal playbooks, and customer-facing documentation to make troubleshooting more efficient.
• Identify trends in customer queries and suggest proactive solutions to reduce incoming tickets and improve user experience.
• Learn deeply about our product, becoming confident in explaining complex features in accessible, customer-friendly language.
• Support the rollout of new features by reviewing release notes, testing, and preparing communication or documentation updates.

Job description

Amplemarket's premise is that a lot of the playbooks used by B2B sales teams that worked 5 years ago don't cut it anymore.

In today's environment, sales teams need to have a tremendous amount of information about their prospects to decide when is the best moment and channel to reach out in the most relevant way. You can't do this with 5 different data/sales enablement point solutions that don't share the same data schema and barely communicate with each other. Amplemarket is the all-in-one compound solution that enables this.

Our AI-powered sales platform helps B2B companies generate more opportunities thanks to our advanced lead generation engine, hyper-personalized sequencing, omnichannel outreach, and AI-powered smart actions. We are backed by Y Combinator, and we are powering the sales teams at some of the fastest-growing companies in the world like Deel, Moveworks, H1 and Vanta.

We're looking for a Product Support Specialist to be the face of Amplemarket and to creatively work alongside our customers.

The Support Team at Amplemarket is on a mission to be the best in the business and to set the industry bar higher. We recognize that customer experience is what helps brands grow... and win. We're thrilled to have the opportunity to build a process and experience unlike any other. If you like to collaborate, spearhead new ideas, and are passionate about doing things that scale, let's talk!

You will:

• Be the main point of contact for our users, communicating through email, chat, and occasional video calls to resolve technical and product-related questions.
• Troubleshoot and guide customers through product workflows, ensuring they can get the most value out of our platform.
• Collaborate with Product, Engineering, and Customer Success teams by reporting recurring issues, sharing customer insights, and helping prioritize improvements.
• Contribute to building and optimizing support processes, internal playbooks, and customer-facing documentation to make troubleshooting more efficient.
• Identify trends in customer queries and suggest proactive solutions to reduce incoming tickets and improve user experience.
• Learn deeply about our product, becoming confident in explaining complex features in accessible, customer-friendly language.
• Support the rollout of new features by reviewing release notes, testing, and preparing communication or documentation updates.

Who we’re looking for:

• You have hands-on experience in a customer-facing or support capacity (for example: Customer Support Representative, Technical Support Specialist, or Customer Success Associate).
• You’re comfortable using customer communication tools such as ticketing systems, CRM applications, or remote support tools (Zendesk, HubSpot, Pylon, or similar).
• You can investigate and troubleshoot product or technical issues, take ownership of resolution, and elevate when necessary.
• You naturally take initiative, enjoy solving problems, and follow through until customers are fully satisfied.
• You write and communicate clearly, adapting your tone to varied audiences.
• You thrive in fast-paced and collaborative environments, and you’re eager to learn and grow with a high-growth SaaS company.
• You’re located in EMEA and can comfortably work within EMEA time zones.

Nice to have:

• Prior experience working remotely with distributed teams.
• Familiarity or subject-matter expertise within the sales enablement or B2B SaaS domain.

A little more about Amplemarket:

• We are a post-Series A start-up
• We are backed by YCombinator
• Fast growing startup with product market fit
• Annual Company Trip in a secret location
• and more!

Amplemarket is committed to creating an inclusive employee experience for all.

Regardless of race, gender, religion, sexual orientation, age, disability, or if you’re parenting the next generation of innovators, we firmly believe that what truly matters is how your skills, knowledge and personality fit our company. So bring your best professional version of yourself, and apply - we'd like to hear from you!