Product Support Engineer I

Gravitate Energy LLC•Dallas, TX

5d•Remote

About The Position

Gravitate is looking for a Product Support Engineer I to join our remote Support team. This is a frontline product-support role for someone who can manage a high volume of incoming SaaS support tickets while delivering strong technical troubleshooting, clear customer communication, disciplined triage and escalation, and continuous improvement of our knowledge base and AI-enabled ticket deflection. This is not a basic helpdesk or call-center role. We are looking for someone who can balance speed, accuracy, customer empathy, technical curiosity, documentation discipline, and a continuous-improvement mindset in a fast-moving support environment. The ideal candidate is comfortable working independently in a remote setting, owns customer issues front intake through resolution or escalation, identifies recurring support patterns, and actively contributes to better self-service resources, internal documentation, and support automation.

Requirements

3+ years of experience in SaaS, software, product support, technical support, or a similar customer-facing support role.
Experience managing a high volume of support tickets in a queue-based environment.
Strong troubleshooting skills with the ability to investigate, document, and resolve customer issues.
Excellent written communication skills, especially in customer-facing ticket responses.
Strong judgment around prioritization, escalation, urgency, and customer impact.
Experience using ticketing systems, knowledge-base tools, CRM systems, or support platforms.
Ability to create and maintain clear documentation, support notes, and reusable knowledge content.
Comfortable working remotely with strong self-management, accountability, and follow-through.
Curious, resourceful, and willing to learn new products, systems, workflows, and tools.
Positive, collaborative approach with a strong desire to help customers and teammates succeed.

Nice To Haves

Experience supporting a B2B SaaS product.
Familiarity with SQL, APIs, logs, integrations, data flows, or technical troubleshooting tools.
Experience contributing to customer-facing help centers, internal knowledge bases, macros, or support playbooks.
Experience using AI tools in a support environment for drafting, summarization, documentation, routing, or ticket deflection.
Experience working with Product, Engineering, Customer Success, or Implementation teams.
Ability to identify recurring support themes and recommend scalable improvements.
Experience in a remote-first or distributed team environment.

Responsibilities

Manage a high volume of incoming SaaS support tickets.
Deliver strong technical troubleshooting.
Provide clear customer communication.
Perform disciplined triage and escalation.
Continuously improve our knowledge base and AI-enabled ticket deflection.
Own customer issues from intake through resolution or escalation.
Identify recurring support patterns.
Actively contribute to better self-service resources, internal documentation, and support automation.
Manage multiple concurrent customer issues while balancing speed, accuracy, and customer empathy.
Work within SLA, severity, escalation, and customer-impact guidelines.
Provide clear reproduction steps, business impact, screenshots, logs, and supporting details when escalating issues.
Recognize recurring ticket patterns and translate them into knowledge-base improvements, reusable responses, product feedback, or ticket-deflection opportunities.
Communicate with customers during urgent, ambiguous, or high-friction situations while remaining calm, professional, and solution-oriented.
Handle customer data, screenshots, logs, account information, and confidential details with sound judgment.
Stay current on product releases, known issues, customer workflows, and support best practices.
Maintain strong Central Time overlap, reliable availability during core support hours, and comfort collaborating through video calls, screen sharing, and distributed team communication.