PRODUCT SUPPORT SPECIALIST

Svitla Systems, Inc.; United States; Remote; USD 50,000 - 70,000; Full time

Job summary

A global digital solutions company is seeking a Product Support Specialist to enhance user experience and provide technical expertise. This role involves direct user interaction, documentation optimization, and collaboration with internal teams to resolve issues and drive product adoption. The ideal candidate will have a strong background in customer support, excellent communication skills, and a passion for technology. Join a supportive team that values flexibility and professional growth.

Benefits

Comprehensive medical insurance

Sport reimbursement program

Bonuses for recommendations

20 vacation days

Full compensation for conferences

Qualifications

• 2+ years in customer success/support, preferably in SaaS.
• Fluent in English, strong communication skills.
• Ability to empathize and solve technical issues.

Responsibilities

• Interact with users via email and phone.
• Optimize documentation and processes.
• Work closely with product management and engineering teams.

Skills

Communication

Analytical Skills

Problem Solving

Time Management

Attention to Detail

Tools

HTML

Markdown

API Fundamentals

Job description

Svitla Systems Inc. is looking for a Product Support Specialistfora full-time position (40 hours per week) in Ukraine. Our client is a technology company specializing in providing Managed Service Providers (MSPs) with a suite of tools that automate and streamline asset lifecycle management, backup monitoring, business intelligence, security, compliance, quoting, and contract management for MSPs. Serving over 12,000 partners across over 80 countries, it offers real-time and accurate asset data, ready-made reports to drive insights and budgeting, a revenue opportunity dashboard, extended warranty service coverage, and standardized asset management services, helping customers maximize productivity and get actionable insights. It was founded in 2015 and is based in Vancouver, British Columbia.

Requirements

• 2+ years of experience in a customer success/support role, preferably in a SaaS environment.
• Exceptional verbal and written communication skills (you need to be fluent and highly proficient in English).
• The ability to empathize with users and quickly grasp their issues.
• A good understanding of various IT concepts.
• You can enjoy talking about technical concepts, have excellent analytical skills, and be comfortable explaining technically complicated topics simply and elegantly, even in challenging situations.
• You like the puzzle of solving open-ended problems.
• Adaptive and have no problem constantly learning about a changing technical product, even when it’s a little out of your depth.
• You are happy to take on new projects, sometimes involving quickly researching to become a subject matter expert while seeing things through to completion.
• You are creative, collaborative, optimistic, communicative, intellectually curious, and clever.
• The ability to quickly iterate and improve as a perpetual learner and teacher.
• A strong general knowledge of software development.
• A strong sense of time management.
• Have an incredible attention to detail.
• A proven ability to multitask, stay organized, and work rapidly in time-critical situations.

Nice to have:

• Experience within the MSP industry or adjacent IT industry.
• A proven ability to provide support for multiple technical products at once.
• Knowledge of Regular Expression Fundamentals.
• Knowledge of basic HTML and Markdown.
• An understanding of API fundamentals/interpretation of JSON.
• A strong understanding of email deliverability.

Responsibilities

• Spend time interacting with users by email and occasionally by phone.
• Optimize documentation and processes that instigate changes to help scale.
• Gain unique insights into how tens of thousands of IT professionals operate.
• Work closely with the internal partner development executives to provide technical/product expertise.
• Cooperate with product management and engineering teams to report and champion the resolution of bugs.
• Drive onboarding/adoption of the platform through your interactions with users.
• Champion the products by writing technical tutorials, publishing articles, and building inspiring demos.
• Document features and best practices, organizing them for discoverability and maintaining quality.
• Dream up and implement new ways to deliver, author, and interact with technical content.

We offer

• US and EU projects based on advanced technologies.
• Competitive compensation based on skills and experience.
• Flexibility in workspace, either remote or in one of our development offices.
• Comprehensive medical insurance including dental and massages.
• Sport reimbursement program for onsite and online activities.
• Support of a healthy lifestyle, compensation for running events.
• Bonuses for recommendations of new employees.
• Bonuses for article writing, public talks, other activities.
• Personal loan budget available for long-term personnel.
• 20 vacation days, 10 national holidays and sick leaves.
• Maternity leave policy and family days off.
• Full compensation for conferences, courses, English classes.
• Free webinars, meetups and conferences organized by Svitla.
• Gifts for New Year, anniversaries, children, and more.
• Fun corporate celebrations and activities, regular lectures on various topics.
• Awesome team, friendly and supportive community!

About Svitla

Svitla Systems is a global digital solutions company headquartered in California, with business and development offices throughout the US, Latin America, Europe, and Asia. Svitla is an outspoken advocate of workplace flexibility, best known for its well-established remote culture, individual approach to our teammate’s professional and personal growth, and trustworthy environment.

Since 2003, Svitla has served a wide range of clients, from innovative start-ups in California to mega-large corporations such as Ingenico, Amplience, InvoiceASAP and Global Citizen. At Svitla, developers work with clients’ teams directly, building lasting and successful partnerships, as a result of seamless integration with on-site processes.

Svitla Systems’ global mission is to build a business that contributes to the well-being of our partners, personnel and their families, improves our communities, and makes a lasting difference in the world. Join us!

If you are interested in our vacancy, please send your CV.
We will be happy to see you in our friendly team :)

Tell us briefly about your project, and we will contact you within a day.

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