Remote SaaS 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 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.