Product Support Specialist
About The Position
HealthLink Dimensions is hiring a Product Support Specialist to serve as the primary point of contact for our agency clients who rely on our platform to send high-volume bulk and triggered email campaigns. This role sits between the help desk and engineering. You will triage client requests, investigate reporting discrepancies, support new client onboarding, handle minor HTML fixes, and provide first-level API and webhook support. You do not need to have written production code, but you do need to be comfortable in technical environments and genuinely curious about how things work.
Requirements
- 1 to 3 years in a customer-facing support, implementation, or technical account role; SaaS or digital marketing preferred
- Working SQL knowledge: SELECT, JOIN, WHERE, GROUP BY to investigate data questions
- Basic HTML familiarity sufficient to identify and fix minor email issues
- Conceptual understanding of how APIs and webhooks work and how to read a basic error response
- Experience with a ticketing platform such as JSM, Zendesk, or Freshdesk with accountability for documentation and resolution
- Strong written communication; technically accurate and still easy to understand for non-technical clients
- Organized, self-directed, and reliable on follow-through
- Associate degree or equivalent work experience required; bachelor's a plus
Nice To Haves
- experience with an ESP (Ongage, Salesforce Marketing Cloud, Mailchimp)
- healthcare or B2B SaaS background
- familiarity with JSM or Jira
Responsibilities
- Own inbound support tickets from triage through resolution, maintaining clear documentation and proactive client communication throughout
- Investigate reporting discrepancies including delivery rates, bounces, and open/click data using SQL to validate platform data against what clients are seeing
- Support new client onboarding including platform configuration, account setup, and pre-deployment validation
- Make targeted HTML fixes on client email files: broken unsubscribe links, compliance footer issues, and image path errors
- Provide first-level support for API and webhook integrations, reading error responses and identifying whether issues are client-side or platform-side
- Recognize patterns across tickets that signal a product issue, process gap, or training need and surface them to the Manager of Operations
- Build and maintain knowledge base documentation so common issues move toward client self-service
- Ensure all work adheres to CAN-SPAM compliance standards
Benefits
- Hybrid schedule; in office Tuesday and Thursday
- Career growth; promotion from within
- Medical, dental, vision, and life insurance
- Company HSA contributions
- Short- and long-term disability
- 401(k) with 4% company match
- Employee referral program
- Paid time off + volunteer time off
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
Number of Employees
11-50 employees
