Product Support Technical Specialist

LogicGate

5d•$80,000 - $100,000•Hybrid

About The Position

LogicGate® is a global leader in Governance, Risk, and Compliance (GRC) solutions, with a mission to deliver the software and capabilities enterprises and their people need to understand and manage their risks and transform them into strategic opportunities. Built by experts, our award-winning Risk Cloud® delivers over 40 purpose-driven solutions on a unified, modern cloud platform for connected, holistic risk and compliance management to scale with and meet the evolving risk landscape and organizational needs. At LogicGate, our people are the foundation of everything we do. We are committed to delivering an exceptional experience for our employees and our customers by empowering and enabling our people to take ownership, make an impact, and deliver their best work. Role Summary As the Product Support Technical Specialist, you will be the central coordinator for our Product Support Service Request ticket lifecycle. A Service Request (SR) Ticket is submitted via JIRA to the Engineering/DevOps teams when a customer or LogicGate team member reports an issue within an environment that cannot be remedied via standard troubleshooting within Product Support. These issues are almost exclusively bugs that prevent Risk Cloud from functioning as intended. The primary function of this role is to provide high-level functional triage, ensure swift handoffs between teams, and hold Engineering and Product Support resources accountable to Service Level Agreements (SLAs). This role requires exceptional organizational, analytical, and process management skills.

Requirements

Minimum of 2 to 4 years in a technical customer service, support operations, or Service Desk coordination role, ideally within a B2B SaaS environment.
Proven expertise in working with enterprise-level ticketing systems (e.g., Zendesk, ServiceNow, Salesforce) and adhering to strict SLAs.
Demonstrated ability to analyze operational data and complex support workflows to identify inefficiencies, bottlenecks, and areas for automation or improvement.
Proven skill in performing rapid, accurate functional and severity triage for high volumes of incoming issues.
Exceptional communication (written and spoken), interpersonal, and relationship-building skills, with the ability to effectively interact with customers and internal stakeholders at all levels.
Experience managing deliverables and timelines for cross-functional teams (Engineering, Product, Support) and driving accountability without formal reporting authority.
A strong customer-centric approach with a proven track record of advocating for customer needs.
Strong ability to document process flows, define process metrics, and create clear, action-oriented reports for leadership.

Responsibilities

Own initial triage: Review all incoming SRs from Product Support, confirm severity and impact, and assign the appropriate priority level.
Validate inputs: Ensure SRs are fully documented before escalation (reproduce steps, customer impact, logs/screenshots, environment details, links to original support tickets).
Resolve simpler SRs: Directly resolve lower-complexity SRs that don’t require full Engineering or Product involvement, using your understanding of Risk Cloud behavior and configuration.
Routing & assignment: Assign SRs to the correct Engineering/DevOps squad or Product owner based on functional area and impact.
SLA monitoring: Track SRs throughout their lifecycle to ensure response and resolution times meet defined SLAs.
Unblock and escalate: Proactively chase blockers, drive follow-ups, and escalate when SRs are at risk of breaching SLAs.
Queue health: Maintain a clean, organized SR backlog (clear owners, statuses, priorities) and regularly surface risk areas to Support leadership.
Process ownership: Maintain and improve the SR workflow, including templates, fields, handoff checklists, and status definitions in Jira and the ticketing system.
Single point of coordination: Serve as the central coordination point between Product Support, Engineering, DevOps, and Product Management for escalated issues.
Status updates: Provide timely, clear status updates on SRs to Support leadership and, where needed, to customer-facing teams (CSM, Account Execs).
Expectation setting: Help set realistic expectations for timelines and impact with internal stakeholders, escalating when tradeoffs or difficult prioritization decisions are required.
Post-issue follow-up: Coordinate post-incident reviews for major SRs, capturing actions and ensuring follow-through.
Trend analysis: Analyze SR and support ticket data to identify recurring issues, patterns, and root causes across customers, products, and environments.
Process improvements: Recommend and help implement process changes to reduce handoff friction, shorten time to resolution, and improve SR quality at intake.
Product feedback loop: Summarize recurring SR themes and partner with Product Management to recommend functional product changes and configuration best practices that reduce future tickets.
Reporting: Build and maintain simple reports/dashboards on SR volume, SLA adherence, backlog status, and top drivers for leadership.

Benefits

We are proud to offer a variety of competitive, inclusive, and comprehensive total rewards that are designed to support the unique needs of our employees both inside and outside of the workplace.
In addition to offering competitive salary and variable compensation plans, equity options, and flexible health and wellness benefits, we are proud to offer generous PTO, Annual Company Holidays, Health Days, and Summer Fridays.
Employees' growth and development are supported throughout their career journey through informal and formal programs and activities, including access to LinkedIn Learning, regular People Leader training, and our internal Mentorship Program.
To enable our teams to give back, we offer paid volunteer hours and company-wide charitable activities supporting a variety of organizations and causes.

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