Senior Product Support Specialist

Electric

2d•$31 - $33•Hybrid

About The Position

Electric is looking for a technically sharp Product Support Specialist who thrives on investigating and solving software problems. This isn't a script-following role — you'll be working directly with customers to diagnose issues across SaaS and desktop environments, digging into logs and error states to find root causes, and communicating clearly with both technical and non-technical audiences. You'll be the first line of investigation on incoming support tickets, handling triage, troubleshooting, and resolution for a wide range of product issues. When something needs to go deeper, you'll know when and how to escalate, and you'll document what you find along the way to make the whole team smarter.

Requirements

2+ years of experience in technical support or customer support for a SaaS or software product — you've spent real time in a ticket queue diagnosing and resolving software issues.
Comfortable evaluating browser console logs, HTTP errors, and application error messages — you don't need someone to tell you where to look.
Experienced working within a ticketing system (Jira Service Management preferred) and managing a multi-case workload without losing track of open threads.
Strong written communicator — you can explain what's wrong, why it's wrong, and what's next in plain language, whether you're talking to a customer or writing a bug report for Engineering.
Detail-oriented and methodical — you test before you close, and you document what you did.
Able to work independently using documentation, internal tooling, and error output to resolve most issues before escalating.
Highly organized with strong time management — you know how to prioritize when everything feels urgent.

Nice To Haves

Experience supporting MDM platforms, endpoint security tools, VPN, or password manager solutions.
Familiarity with IT environments — device management, user provisioning, or identity/access tools.
Experience using observability or logging tools (e.g., Datadog, Sentry, Splunk) to investigate issues.

Responsibilities

Investigate, triage, and resolve customer-reported issues across Electric's SaaS platform and desktop applications, using logs, error states, and internal tooling to determine root cause.
Handle a high volume of concurrent cases with disciplined follow-up, ensuring nothing falls through the cracks.
Reproduce and document product bugs with enough technical detail that Engineering can act on them without additional back-and-forth.
Evaluate browser console logs, network requests, and application errors to isolate whether issues are configuration, environment, or product-related.
Escalate complex or unresolvable issues to Senior Specialists or Engineering with clear context, reproduction steps, and impact summary.
Complete technical tasks submitted by Customer Success Managers on behalf of their customers — configuration changes, data validation, account updates.
Contribute to internal and external knowledge base articles, capturing solutions to recurring issues so customers and teammates can self-serve.
Identify and surface patterns in customer issues to Support leadership as actionable feedback for Product and Engineering.
Work across teams — CS, Product, Engineering — to close the loop on customer issues efficiently.