Remote Technical Product Specialist, BRIX

Hyphen Solutions, LLC; Texas; Remote; USD 90,000 - 130,000; Full time

Job summary

Hyphen Solutions, LLC is seeking a Technical Product Specialist for the BRIX platform. This role is remote within Texas and full-time, with responsibilities spanning technical liaison, incident troubleshooting, documentation, and customer-driven product insights.

Ideal candidates bring 3+ years in SaaS or enterprise software, strong API/database skills, and experience with Jira/Zendesk. Certifications in cloud or product management are a plus.

Qualifications

• Bachelor's degree in Computer Science, Engineering, Information Systems preferred, or equivalent practical experience.
• 3+ years working with SaaS or enterprise software in a technical customer-facing role.
• Experience with APIs, integrations (REST/SOAP), databases (SQL/noSQL), and common cloud platforms (AWS, Azure, GCP).
• Excellent written and verbal communication; able to translate technical concepts for non-technical audiences.
• Proven ability to manage multiple concurrent technical engagements and prioritize under pressure.
• Experience with ticketing systems (Jira, Zendesk), and customer success frameworks preferred.
• Certifications relevant to cloud platforms or product management preferred.

Responsibilities

• Act as the primary technical liaison between customers and internal teams to diagnose and triage software issues.
• Troubleshoot incidents, reproduce issues, and coordinate fixes with engineering; manage escalations.
• Create, maintain, and deliver clear technical documentation, runbooks, and knowledge articles.
• Gather customer feedback and usage data to inform product roadmap and prioritize feature requests.
• Perform root-cause analysis and recommend long-term solutions to reduce repeat incidents and improve reliability.
• Participate in release planning and validation, including regression checks and acceptance testing in staging environments, when necessary.
• Monitor product health metrics, alerting trends, and help define SLAs and operational best practices.
• Advocate for customers internally while balancing product strategy, scalability, and security requirements.
• Work closely with and coordinate with Hyphen departments including Application Support, Implementation, Training, Sales and Accounting to ensure the timely activation of customers.
• Continuously drive Hyphen Solutions’ value propositions, product benefits, goals and objectives into current customers through customer communication.
• Write SQL statements to research and correct data issues
• Other duties as assigned, including participation in the on-call rotation.

Education

Bachelor's degree in CS/Engineering/IS

Tools

Jira

Zendesk

APIs

REST/SOAP

SQL/NoSQL

AWS

Azure

GCP

Job description

Hyphen Solutions, LLC is seeking a Technical Product Specialist for the BRIX platform. This role is remote within Texas and full-time, with responsibilities spanning technical liaison, incident troubleshooting, documentation, and customer-driven product insights.

Ideal candidates bring 3+ years in SaaS or enterprise software, strong API/database skills, and experience with Jira/Zendesk. Certifications in cloud or product management are a plus.