Remote Tech Support Specialist — East Coast

Productsup; United States; Remote; USD 60,000 - 90,000; Full time

Benefits offered by this job

Remote work flexibility

Onboarding program and training budget

CSR initiatives with Impact Day

Job summary

Productsup is seeking a technically skilled Support Specialist to operate as the frontline expert for US East Coast coverage hours. You will handle tickets, investigate data setup issues, and work closely with the 2nd Level Support, CSMs, and Engineering to ensure timely resolutions.

You’ll document solutions, contribute to internal knowledge bases, and help scale efficient support while maintaining customer satisfaction across a growing e-commerce data platform.

Qualifications

• 2–5+ years in technical customer support or customer engineering for a B2B SaaS platform or AdTech environment.
• Experience with Zendesk, Jira and Confluence for ticketing and documentation.
• Excellent written and spoken English with empathetic communication and ability to explain complex issues clearly.

Responsibilities

• Be the frontline technical expert during US East Coast coverage hours and manage day-to-day tickets.
• Investigate complex data setup issues and prioritize requests per SLAs.
• Collaborate with 2nd Level Technical Support, Customer Success Managers, and Engineering; help build scalable internal docs.

Skills

Technical support

Customer engineering

English proficiency

AI tooling

SLA management

Ticketing & collaboration

Tools

Zendesk

Jira

Confluence

Job description

Productsup is seeking a technically skilled Support Specialist to operate as the frontline expert for US East Coast coverage hours. You will handle tickets, investigate data setup issues, and work closely with the 2nd Level Support, CSMs, and Engineering to ensure timely resolutions.

You’ll document solutions, contribute to internal knowledge bases, and help scale efficient support while maintaining customer satisfaction across a growing e-commerce data platform.