Product Support Specialist

Oktopost • Grand Rapids, MI

2d

About The Position

Oktopost is hiring a technically curious, customer-focused Product Support Specialist to help customers get the most out of its B2B social media management platform. The role investigates and resolves customer questions, technical issues, and unexpected application behavior across the platform. It combines technical problem-solving with customer communication: the specialist works directly with customers to understand challenges, troubleshoot problems, and provide clear, actionable solutions, while collaborating with Engineering, Product, Customer Success, and Implementation Engineering to resolve issues and improve the customer experience. The position does not require software development, but calls for an interest in understanding how software works, investigating problems, and explaining technical concepts to people with varying levels of technical expertise.

The successful candidate will independently investigate and resolve customer issues, communicate confidently with customers, and work effectively with colleagues on complex problems. Over time, they will build expertise across the Oktopost platform, become a trusted technical resource, and contribute to improvements in the product and support experience.

Oktopost describes its culture as curious, collaborative, driven, and supportive, with an emphasis on ambition, creativity, team spirit, growth, innovation, and meaningful impact.

Requirements

• At least 2 years of experience in SaaS technical support, application support, or a similar customer-facing technical role.
• Strong analytical and troubleshooting skills, including the ability to investigate complex problems and work toward solutions independently.
• Excellent written and verbal communication skills, including the ability to explain technical concepts clearly to non-technical audiences.
• Experience working with web-based software applications and investigating configuration, functionality, or integration issues.
• Familiarity with web technologies, including HTTP, APIs, JSON, and browser developer tools.
• Ability to organize and prioritize multiple customer requests while maintaining clear ownership and communication.
• A collaborative mindset and willingness to work across technical and non-technical teams.
• Curiosity, attention to detail, and willingness to continually learn new technologies and product capabilities.

Nice To Haves

• Experience troubleshooting REST APIs, webhooks, OAuth, or third-party integrations.
• Working knowledge of JavaScript, SQL, or another programming or scripting language.
• Familiarity with Git, command-line tools, or Unix/Linux environments.
• Experience with Zendesk, Jira, or similar customer support and issue-tracking platforms.
• Experience using application logs, monitoring tools, or other technical diagnostic resources.
• Familiarity with social media management, digital marketing, marketing automation, or CRM platforms.
• Experience contributing to technical documentation or internal knowledge bases.

Responsibilities

• Investigate, troubleshoot, and resolve customer issues through email, support tickets, and video calls, providing clear and timely communication.
• Diagnose application behavior, configuration issues, integration failures, and potential product defects using available troubleshooting tools and technical resources.
• Partner with Engineering and Product to reproduce issues, document technical findings, escalate confirmed defects, and help drive problems to resolution.
• Develop a deep understanding of Oktopost's functionality, architecture, integrations, and how customers use the platform.
• Troubleshoot third-party integration issues involving social media platforms, APIs, authentication, and connected marketing technologies.
• Contribute to customer-facing Help Center articles, internal troubleshooting guides, and knowledge-sharing resources.
• Identify recurring problems, documentation gaps, and customer pain points, and share actionable feedback with internal teams.
• Coordinate with Customer Success and Implementation Engineering to ensure customer needs are addressed by the appropriate teams.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed