Remote Product Support Specialist — SaaS Helpdesk

Foundation Source enterprise; United States; On-site; USD 80,000 - 90,000; Full time

Job summary

Foundation Source is seeking a Product Support Specialist to be the frontline for customer issues. You’ll own intake, triage, and step-by-step troubleshooting across Salesforce, Zendesk, and Intercom, guiding users through product workflows.

You’ll communicate clearly, meet SLAs, and escalate when fixes require engineering or cross-functional teams. The role blends hands-on problem solving with documentation and knowledge-base contributions.

Qualifications

• 2+ years in customer support, help desk, or product support (SaaS preferred).
• Strong written and verbal communication skills.
• Experience with multiple ticketing systems (Zendesk, Salesforce, Jira, Intercom, Confluence).
• Basic BI reporting and SQL knowledge.
• Curious, learning-minded attitude.

Responsibilities

• Own ticket intake and triage, replicate issues, and guide customers.
• Set severity/priority per SLA; update ticket status.
• Escalate to Engineering/DevOps when needed.
• Provide customer communication and KPI adherence.
• Contribute to knowledge base and resources.
• Product guidance and onboarding support.

Skills

SaaS support

Written & verbal communication

Multi-system ticketing

BI reporting basics

SQL basics

Curious learner

Customer support experience

Education

Bachelor's degree in Computer Science/Data Analytics/IT or related field

Tools

Zendesk

Salesforce

Jira

Intercom

Confluence

Job description

Foundation Source is seeking a Product Support Specialist to be the frontline for customer issues. You’ll own intake, triage, and step-by-step troubleshooting across Salesforce, Zendesk, and Intercom, guiding users through product workflows.

You’ll communicate clearly, meet SLAs, and escalate when fixes require engineering or cross-functional teams. The role blends hands-on problem solving with documentation and knowledge-base contributions.