Product Support Specialist

Creative Alignments; United States; Remote; USD 75,000 - 85,000; Full time

Benefits offered by this job

Remote work

Customized benefits

Job summary

BridgeCare is seeking a Product Support Specialist to assist government agencies and childcare providers using our white-label ECCE software. You will troubleshoot issues, keep clients informed, and maintain clear, up-to-date product documentation.

Ideal candidates excel in customer service, triage software problems, and write support content. The role supports a fast-paced startup environment with remote work options and customized benefits.

Qualifications

• Experience supporting SaaS products.
• Excellent customer service/communications skills.
• Experience using Jira Service Management.
• Experience writing and maintaining support documentation.
• Experience as a first-line defense triaging support issues.
• Strong troubleshooting and critical thinking skills.
• Familiar with working in software, not as an engineer but with some knowledge to start investigations.

Responsibilities

• Provide product support and elevate issues to product/engineering accordingly.
• Resolve issues via Zoom or email.
• Communicate with clients to adhere to SLAs.
• Create and maintain product documentation for internal team members.
• Create knowledge bases for external clients.

Skills

SaaS support

Customer service

Jira Service Management

Documentation writing

Issue triage

Troubleshooting

Software knowledge

Tools

Jira Service Management

Job description

BridgeCare builds technology that expands access to affordable childcare. You will troubleshoot software issues for the government agencies and childcare providers who depend on it.

BridgeCare

BridgeCare believes in making great technology publicly available, accessible, and easy to use. We are a small, women-led, hardworking team of technologists who make the system of childcare work. We believe every child should have access to excellent early childhood education, every person should be able to pursue purpose and enjoy family, and every provider should be valued as an educator. BridgeCare's software is a white-label data and case management system for government agencies in the Early Childhood Care and Education (ECCE) sector. We are innovative, collaborative, and autonomous, committed to creating fundamental, systemic change that makes the entire ECE system more equitable and effective.

What You Will Do

As a Product Support Specialist, you’ll be the go-to person for helping our clients with any technical issues, making sure they’re sorted out quickly and efficiently. You’ll keep them in the loop with clear, friendly communication and keep our product documentation up to date.

Responsibilities:

• Provide product support and elevate issues to product/engineering accordingly.
• Resolve issues via Zoom or email.
• Communicate with clients to adhere to SLAs.
• Create and maintain product documentation for internal team members.
• Create knowledge bases for external clients.

Who You Are

You are a software support professional with excellent customer service skills. You are highly organized and quick to respond to customers and thrive in fast-paced startup environments.

Qualifications:

• Experience supporting SaaS products (required).
• Excellent customer service/communications skills.
• Experience using Jira Service Management.
• Experience writing and maintaining support documentation.
• Experience as a first-line defense triaging support issue.
• Strong troubleshooting and critical thinking skills.
• Familiar with working in software, not as an engineer but with some knowledge to start their own investigations on the issues.

Benefits

Salary: $75K-$85K. Salary offers will be based on the candidate’s qualifications.
Remote work, customized benefits to meet individual needs.