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

Technical Product Specialist, BRIX### Technical Product Specialist, BRIXApply: Corporate Office: Remote - Texas: Full time: Posted 7 Days Ago: JR100270**Build Your Future with Hyphen While Our Clients Build Homes with Your Support.*****We Build a Trusted Homebuilder Network, Unifying the Construction Supply Chain.***# **QUALIFICATIONS**To perform this job successfully, an individual must be able to perform each essential duty as described above satisfactorily. The ideal candidate is a self-starter who takes initiative, works independently, and is comfortable managing individual training and development with a high degree of autonomy. The ability to identify learning needs and opportunities, leverage available resources, and take ownership of their continued professional development. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. * Bachelor's degree in Computer Science, Engineering, Information Systems is preferred, or equivalent practical experience required.* 3+ years working with SaaS or enterprise software in a technical customer-facing role (e.g., implementation, technical account management, or similar).* Strong troubleshooting skills across application stacks; experience with logs, monitoring tools, and debugging methodologies.* Familiarity with APIs, integrations (REST/SOAP), databases (SQL/noSQL), and common cloud platforms (AWS, Azure, GCP).* Excellent written and verbal communication skills; 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.# **ESSENTIAL DUTIES AND RESPONSIBILITIES*** Act as the primary technical liaison between customers and internal teams to diagnose, triage, and resolve software issues.* Troubleshoot incidents, reproduce issues, and coordinate fixes with engineering; manage escalations and track resolution progress.* Create, maintain, and deliver clear technical documentation, runbooks, and knowledge-based articles.* Gather and synthesize 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. Team members are required to participate every other weekend. This is not a full-day on-call commitment; availability is only required as needed to address time-sensitive technical issues.### Core Values**Honesty. Respect. Passion**It’s our people, supported by our culture, which enables Hyphen Solutions to be among the best places to work in the business. By remaining true to the fundamentals of residential construction technology, we provide award-winning solutions dedicated to building the future.### About UsAt Hyphen Solutions, we've dedicated over two decades to seamlessly connect systems, data and teams in the Residential Construction industry through reliable software solutions that drive economical outcomes. Our solutions are trusted by Home Builders, Suppliers, Contractors and Trades across North America, with 1 in every 3 new homes being built with Hyphen software. From flagship products such as BuildPro and SupplyPro to our newest innovations, we provide the only full-cycle software suite designed to support teams before, during and beyond the build. Join us at Hyphen Solutions and help shape the future of technology in Residential Construction while achieving your professional goals.