Product Support Associate

About this role

Batch: 2022/2023/2024/2025. Duties and Responsibilities: - Own escalation cases end to end — triaging incoming issues from internal teams and customers, diagnosing root cause, and resolving them directly whenever possible - Ensure accuracy and clarity in every resolution — small errors here have outsized downstream impact - Build fluency across the systems that matter for troubleshooting and backend tools (e.g., Datadog, Amplitude) to recognize when something is a known issue vs. something new - Serve as a clear, responsive point of contact for the internal teams and customers who filed the case, keeping them updated and setting accurate expectations on timing - Get on the phone with customers when a case calls for it, walking them through a solution or troubleshooting live rather than relying solely on written back-and-forth — While not all escalations will require customer interaction, this team will regularly be working with customers to ensure solutions are found through a good customer experience - Meet defined service levels for response and resolution time, and hold yourself accountable to individual and team goals as the team's cadence gets established - Identify and recognize patterns when the same issue shows up repeatedly, flag it as a candidate for a permanent fix rather than a one-off resolution, and help build the internal knowledge base so recurring issues get faster to resolve over time Qualifications and Skills: - 1-3 years of experience in customer support, technical support, operations, or a related troubleshooting role - Comfortable working in Salesforce or equivalent case management/help desk software - Strong analytical instincts and technical curiosity — you can navigate unfamiliar systems and figure out what's actually happening without needing everything explained - Excellent written and verbal communication, with the ability to explain a resolution clearly to both a frustrated customer and an internal stakeholder - Highly organized, with a strong sense of ownership over open cases and follow-through on commitments