Remote Enterprise SaaS Product Support Specialist

CENTRL; Mountain View (CA); Remote; USD 55,000 - 75,000; Full time

Job summary

CENTRL is seeking a Product Support Specialist for our Enterprise B2B SaaS platform. This fully remote role runs on the morning shift from 6am ET / 3am PT to 2pm ET / 11am PT, providing high-quality technical assistance to our global enterprise clients.

You will become a product expert, handle requests, troubleshoot with engineering, contribute to knowledge base growth, and help shape customer success processes while maintaining strong communication and time-management skills.

Qualifications

• Bachelor's degree or equivalent practical experience.
• 1-3 years of experience in customer service for SaaS application support.
• Excellent technical aptitude and comfortable with learning new applications and software tools.
• Excellent problem-solving skills and customer-focused mindset.

Responsibilities

• Help develop Customer Support processes for a rapidly growing organization and team
• Respond to product functionality and technical support requests for our enterprise business clients in a timely, efficient and professional manner
• Help customers with application support needs, guidance on functionality, configuration and flow recommendations to support their business use case, and general technical questions when necessary
• Perform troubleshooting to identify causes and confirm remedies to user issues, coordinating with internal engineering teams
• Provide feedback and analysis to our internal product development team on enhancements & improvements for the product
• Help develop regular website/application, adoption, usage, and customer support metrics & analytics
• Help manage our internal Knowledge Base & Production documentation collateral
• Identify and suggest process improvements to improve customer experience

Skills

Technical aptitude

Problem solving

SaaS support experience

Education

Bachelor's degree or equivalent practical experience

Tools

Zendesk Support Suite

Job description

CENTRL is seeking a Product Support Specialist for our Enterprise B2B SaaS platform. This fully remote role runs on the morning shift from 6am ET / 3am PT to 2pm ET / 11am PT, providing high-quality technical assistance to our global enterprise clients.

You will become a product expert, handle requests, troubleshoot with engineering, contribute to knowledge base growth, and help shape customer success processes while maintaining strong communication and time-management skills.