Software Product Support Specialist

NexOne, Inc.; Clearfield (UT); On-site; USD 52,000 - 78,000; Full time

Job summary

NexOne, Inc. is seeking a Software Product Support Specialist to bridge customers with our product and engineering teams. You will troubleshoot software issues and ensure customers get maximum value from our product suite.

Key duties include onboarding new users, resolving incidents, updating knowledge bases, and communicating customer feedback for product improvements. Requires 1–3 years in technical support or SaaS, familiarity with HTML/CSS/JS basics, REST APIs, and SQL, plus strong written

Qualifications

• 1–3 years in technical support, customer success, or software troubleshooting (SaaS preferred).
• Familiarity with web technologies (HTML, CSS, JavaScript basics), REST APIs, and SQL queries.
• Proficiency with support/ticketing systems.

Responsibilities

• Respond to customer inquiries via phone, ticketing systems, and email in a timely and professional manner.
• Investigate, reproduce, and diagnose software bugs, integration issues, and user errors.
• Escalate unresolved bugs with Tech Ops and track to resolution.
• Create, update, and maintain knowledge base documentation, FAQs, and troubleshooting guides.
• Represent customer feedback to influence product improvements and roadmaps.
• Assist new users with onboarding and configuration workflows.

Skills

Technical troubleshooting

Customer communication

Analytical skills

Ticketing systems

Problem-solving mindset

Onboarding guidance

Education

Associates or Bachelor's degree in related field

Tools

Ticketing tools

Job description

Description We are seeking a driven, customer-centric Software Product Support Specialist to join our dynamic team. In this role, you will act as the primary technical bridge between our clients and our internal product and engineering teams. You will troubleshoot complex software issues, provide stellar customer service, and ensure our users get the absolute maximum value out of our product suite.

If you are a natural problem-solver who loves technology and helping people succeed, we want to hear from you!

Key Responsibilities

• Customer Support & Troubleshooting: Respond to incoming customer inquiries via phone, ticketing systems, and email in a timely and professional manner.
• Technical Diagnosis: Investigate, reproduce, and diagnose software bugs, integration issues, and user errors using logs, developer tools, and database queries.
• Issue Escalation: Partner closely with tech Ops to escalate unresolved bugs and track them through to resolution.
• Knowledge Base Management: Create, update, and maintain comprehensive documentation, click instructions, software version descriptions, FAQs, and troubleshooting guides for both internal teams and external customers.
• Client Advocacy: Represent the voice of the customer internally, sharing user feedback and pain points to help drive product improvements and feature roadmaps.
• Onboarding & Guidance: Help new users understand product features, best practices, and configuration workflows to ensure seamless adoption.

Qualifications & Skills

• Experience: 1–3 years of experience in a technical support, customer success, or software troubleshooting role (SaaS environment preferred).
• Technical Literacy: Familiarity with web technologies (HTML, CSS, JavaScript basics), REST APIs, and database querying (SQL).
• Ticketing Systems: Proficiency with support tools, ticketing
• Communication: Exceptional written and verbal communication skills with the ability to translate complex technical concepts into clear, non-technical language for everyday users.
• Problem-Solving Mindset: Strong analytical skills and a methodical approach to debugging and troubleshooting software issues.
• Education: Associates or Bachelor's degree in a related field (or equivalent practical experience).

Job Posted by ApplicantPro