Product Support Specialist, APAC
Recruiter Fit Breakdown & Candid Summary
This role is ideal for a customer-focused individual with a strong technical aptitude who thrives on solving problems for a technical user base. The position requires excellent communication skil
Candidates should be comfortable working remotely and collaborating asynchronously within a distributed team, with a strong passion for technology and software craftsmanship.
While the role involves technical troubleshooting, it is explicitly not a product engineering position, so candidates seeking a development role should not apply.
The ideal candidate will likely have a few years of experience in a similar technical support or customer success role, demonstrating the ability to handle enterprise-level support.
Applicants must currently reside in either Australia or Singapore, as this is a strict geographical requirement for the role.
Role Responsibilities
- 1Support customers through end-to-end engagement, including onboarding, account setup, debugging, and feature discovery.
- 2Investigate and resolve inbound customer issues reported across various communication channels like email, Slack, Twitter, and Reddit.
- 3Collaborate with the engineering team to document and reproduce reported bugs.
- 4Identify and surface trends and insights from customer feedback to inform product development decisions.
- 5Lead strategic projects aimed at enhancing the support experience, internal knowledge sharing, and product operations.
- 6Deliver high-touch Enterprise support, managing complex account needs in conjunction with Customer Success and Sales teams.
Skills Matrix
Must-Have Skills
Nice-to-Have Skills
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