Technical Product Specialist — SaaS & Customer Enablement

Hyphen Solutions; Dallas (TX); On-site; USD 90,000 - 130,000; Full time

Job summary

Hyphen Solutions seeks a technically adept Customer Success Engineer to act as the primary liaison between customers and internal teams, diagnosing and resolving software issues within our SaaS environment.

You will gather feedback, document workflows, and contribute to the product roadmap while ensuring reliable operations across AWS/Azure/GCP, Jira, and Zendesk, coordinating with Implementation, Training, and Sales teams.

Qualifications

• Bachelor's degree in Computer Science, Engineering, Information Systems preferred or equivalent practical experience.
• 3+ years in SaaS or enterprise software in a technical customer-facing role.
• Strong troubleshooting across stacks; logs, monitoring tools, and debugging.
• APIs, REST/SOAP, SQL/noSQL databases, and AWS/Azure/GCP.
• Excellent written and verbal communication; translate tech concepts for non-technical audiences.
• Ability to manage multiple engagements and prioritize under pressure.
• Experience with Jira, Zendesk, and customer success frameworks.
• Cloud or product management certifications preferred.

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 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.

Skills

Self-starter

Initiative

Troubleshooting

Communication skills

Prioritization under pressure

Technical translation

Education

Bachelor's degree in Computer Science, Engineering, Information Systems

Tools

Jira

Zendesk

SQL

Job description

Hyphen Solutions seeks a technically adept Customer Success Engineer to act as the primary liaison between customers and internal teams, diagnosing and resolving software issues within our SaaS environment.

You will gather feedback, document workflows, and contribute to the product roadmap while ensuring reliable operations across AWS/Azure/GCP, Jira, and Zendesk, coordinating with Implementation, Training, and Sales teams.