Product Support Specialist

DAT•Portland, OR

3d•$25 - $31•Hybrid

About The Position

DAT is seeking a Senior Technical Support & Integration Specialist to join its Product Support team in Tigard, Oregon, in a hybrid role. The position serves as a technical authority and escalation resource across DAT’s SaaS products and integration ecosystem, supporting VIP enterprise customers with custom integrations, complex case investigations, and technical guidance. The specialist also mentors colleagues and helps build technical capabilities throughout the support organization. The role combines customer-facing integration advisory work with advanced case management, escalation response, collaboration with Product and Engineering, user acceptance testing, and development of internal technical resources. DAT provides a laptop and productivity equipment. Hybrid employees must have a dedicated hard-wired Ethernet connection between their router or modem and laptop; wireless, satellite, and cellular hotspots do not qualify. The position is not eligible for visa sponsorship. For Oregon-based candidates, the stated pay range is $24.50–$31.25 per hour, plus benefits. Offers take into account factors including responsibilities, experience, education and training, skills, internal equity, and market and business considerations.

Requirements

3–5+ years of direct experience providing Tier 2/Tier 3 technical support or integration engineering for SaaS products.
Experience inspecting and debugging REST/JSON/SOAP API calls, using API testing tools such as Postman, parsing system logs, and analyzing network traffic.
Demonstrated ability to manage, prioritize, and resolve a large queue of long-running, multi-week technical cases while maintaining detail and momentum.
Strong communication skills, including the ability to explain complex technical root causes to non-technical stakeholders and engineering teams.
High school diploma or equivalent.
For hybrid employees, a dedicated hard-wired Ethernet connection from router or modem to laptop; wireless, satellite, and cellular hotspots are not accepted.
Must not require visa sponsorship for this position.

Nice To Haves

CompTIA A+, Network+, or equivalent industry certification.
Degree in Computer Science, Information Technology, or a related field.

Responsibilities

Deliver high-quality service and support to DAT customers and employees.
Schedule and lead technical sessions with VIP customers to design, configure, and troubleshoot API and system-to-system integrations.
Evaluate and certify proprietary or custom integrations built by customers who do not use commercially available off-the-shelf software.
Act as the primary technical advisor during integration onboarding, major platform migrations, and complex system updates.
Manage, track, and resolve complex, multi-step technical cases, using diagnostic log analysis, API payload inspection, and root cause analysis.
Continuously monitor incoming support volume, identify critical or VIP escalations, and act promptly to mitigate operational risk.
Handle front-line phone, chat, and email support during queue spikes or staffing shortages.
Translate customer defect trends into detailed technical bug reports and change requests for Product and Engineering.
Participate in User Acceptance Testing for release candidates to validate functionality and integration reliability before deployment.
Use complex escalations as coaching opportunities to develop front-line engineers’ technical capabilities.
Maintain internal knowledge bases, API integration guides, and troubleshooting runbooks.