Are you a tech-savvy problem-solver with a sharp eye for detail and a passion for helping customers succeed? We're looking for an experienced Product Support Specialist to join our growing Product Support team!

As our Inbound Product Support Specialist, you'll take ownership of complex technical issues and work closely with our Customer Success, Product, and R&D teams to deliver a world-class support experience. You'll be the go-to expert our customers rely on, helping them resolve challenges and get the most from our products.

Work 100% remotely from anywhere in the Eastern Time Zone (Canada).

Your Day-to-Day Responsibilities:

• Act as the first line of support for all incoming product inquiries from customers and internal teams via Zendesk (chat, email, and support forms).
• Provide frontline troubleshooting and issue resolution, delivering timely, accurate responses and clear communication.
• Manage and triage support tickets, ensuring proper documentation and escalating more complex cases to Tier 2 or R&D teams when needed.
• Maintain a high level of customer engagement and satisfaction by providing a positive, empathetic, and solution-oriented support experience.
• Partner cross-functionally with Customer Success, Product, and Engineering teams to relay feedback and drive issue resolution.
• Help build and maintain our internal knowledge base and support documentation to enhance self-service capabilities.

What You'll Bring to the Table:

• 2-4 years of experience in a Tier 1 Product Support, Technical Customer Success, or Help Desk role-preferably in a SaaS environment.
• Strong analytical and problem-solving skills, with the ability to quickly identify root causes and communicate solutions clearly.
• Confidence in navigating a dynamic support environment while maintaining attention to detail and prioritizing customer needs.
• A natural communicator who can translate technical concepts into accessible language for non-technical users.
• Ability to work independently and as part of a distributed team with a proactive and customer-first mindset.
• Working knowledge of the software development lifecycle and Agile methodology.
• Proficiency in Excel, including functions like formulas, VLOOKUP, and pivot tables.
• Experience with Zendesk, Jira, or similar tools is an asset.
• Fluency in English (written and spoken) is required.
• A background in finance is a plus, though not required.

Why This Role Might Be Perfect for You:

• 100% remote role within Eastern Canada - no commute required.
• Join a high-growth, collaborative startup where your contributions are seen and valued.
• Work in a supportive environment that prioritizes professional development, innovation, and customer success.