Product Support Specialist (EST hours)

Insight Global; United States; Hybrid; USD 60,000 - 80,000; Full time

Job summary

Insight Global seeks a Product Support Specialist, responsible for managing internal product inquiries and documentation. This hybrid role combines operational coordination with product enablement, essential for streamlining processes and enhancing team collaboration. The ideal candidate will thrive in fast-paced environments, with strong communication skills and a focus on service.

Benefits

Medical insurance

Vision insurance

401(k) with employer matching

Paid sick leave

Employee assistance program

Qualifications

• 2–3 years experience in product enablement or support role.
• Ability to distill technical details into clear documentation.
• Experience working across distributed teams.

Responsibilities

• Serve as the first point of contact for internal product questions.
• Own and maintain product documentation and internal FAQs.
• Support communication between product, sales, and support teams.

Skills

Strong communication

Organizational skills

Team collaboration

Tools

Confluence

Jira

Aha!

Salesforce

Job description

This range is provided by Insight Global. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$28.00/hr - $38.00/hr

Direct message the job poster from Insight Global

Professional Recruiter @ Insight Global | IT Recruitment

Product Support Specialist

Raleigh, NC (Hybrid) or Remote (US/UK)

6 mo. contract, perm possible

About the Role

The Product Support Specialist is a new role created to help the product team focus more time on high-leverage, strategic work by centralizing and owning day-to-day product support and documentation responsibilities. This role ensures clarity, speed, and consistency in how we handle internal product questions, manage supporting materials, and enable stakeholders across functions.

This position is ideal for someone who thrives in a fast-paced, highly collaborative environment and is passionate about removing friction from product development and delivery.

Key Responsibilities

• Product Support & Triage: Serve as the first point of contact for internal product questions and support requests. Categorize, route, or resolve issues as needed with documentation or team input.
• Enablement Content Management: Own and maintain product documentation, internal FAQs, feature overviews, user guides, and demo environment readiness.
• Operational Coordination: Support communication loops between product, sales, implementation, and support teams to reduce noise and improve response time.
• Issue Pattern Recognition: Track common support themes and questions; proactively surface trends and gaps to product managers for backlog or roadmap consideration.
• Tool Ownership: Manage lightweight tools such as Pendo tags, product release updates, and status tracking in Aha! or Jira, where appropriate.

Qualifications

• 2–3 years of experience in a product enablement, operations, or support-related role.
• Strong communication and organizational skills, with an ability to distill technical product details into clear documentation.
• Comfortable working across distributed teams and time zones.
• Experience with tools like Confluence, Jira, Aha!, or Salesforce a plus.
• A mindset geared toward service, clarity, and reducing friction.

Why This Role Matters

This role enables the broader product team to stay focused on strategy, experimentation, and innovation by offloading repetitive support tasks, standardizing documentation, and increasing organizational clarity. It plays a foundational role in company’s goal of scaling product excellence and aligning technology efforts with operational needs.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [e-mail].

To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ .

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

Job function

• Job function

  Information Technology, Customer Service, and Other

• Industries

  Transportation, Logistics, Supply Chain and Storage, IT System Custom Software Development, and Software Development

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Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

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