Remote Technical Support Specialist — B2B SaaS

Productsup

United States

Remote

USD 90,000 - 120,000

Full time

9 hours ago

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Benefits offered by this job

Remote-friendly

Onboarding program

Training budget

CSR initiatives

Employee referral bonuses

401(k) plan

Health insurance options

Parental leave

Employee Assistance Program

Job summary

Productsup is a Berlin-based company with a global customer base, seeking a Technical Support Specialist to support customers on our e-commerce data platform. You will be the frontline technical expert during US East Coast hours, handling tickets, investigating data setup issues, and collaborating with 2nd Level Support, CSMs, and Engineering.

You will build knowledge of platform foundations, document solutions, and prioritize requests based on SLAs while contributing to scalable internal

Qualifications

2–5+ years of professional experience in a technical customer support or customer engineering role for a complex B2B SaaS platform or AdTech environment.
Experience supporting enterprise customers and handling complex data issues.
Strong written and spoken English with empathetic communication.

Responsibilities

In the first 3 months: build foundation in the platform, learn use cases, resources, and data structures.
Shadow first and second level support, investigate tickets, and learn troubleshooting methods.
Handle routine tickets in Zendesk under guidance of senior team members.
Utilize AI tools to search docs, draft responses, and summarize threads.
Collaborate within Confluence and Jira to document solutions.