Product Support Specialist

Oktopost • Grand Rapids, MI

1d

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 involves investigating and resolving customer questions, technical issues, and unexpected application behavior across the platform. The specialist works directly with customers to understand challenges, troubleshoot complex problems, and provide clear, actionable solutions.

The position combines technical problem-solving with customer communication and involves collaborating with Engineering, Product, Customer Success, and Implementation Engineering. The successful candidate will develop expertise in Oktopost’s functionality, architecture, integrations, and customer use cases. A software development background is not required, but curiosity about how software works and the ability to explain technical concepts to people with different levels of technical expertise are important.

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 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.
• 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.
• 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, with clear and timely communication.
• Diagnose application behavior, configuration issues, integration failures, and potential product defects using available troubleshooting tools and technical resources.
• Work with Engineering and Product to reproduce issues, document technical findings, escalate confirmed defects, and help drive problems to resolution.
• Build deep knowledge of Oktopost’s functionality, architecture, integrations, and customer use cases.
• Troubleshoot third-party integrations 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
• Career Level: Mid Level
• Education Level: No Education Listed