Technical Product Specialist, BRIX

Hyphen Solutions•Corporate Office, TX

About The Position

The Technical Product Specialist serves as the primary technical liaison between customers and internal teams, diagnosing, triaging, and resolving software issues. The role works with engineering and other Hyphen departments to coordinate fixes, support customer activation, and communicate product value and benefits to current customers. It also uses customer feedback, usage data, and product health metrics to inform roadmap decisions, improve reliability, and define operational practices. The specialist creates and maintains technical documentation, runbooks, and knowledge-base articles; performs root-cause analysis; and participates in release planning, validation, regression checks, and acceptance testing in staging environments when necessary. The position also writes SQL statements to research and correct data issues. Other duties may be assigned, including participation in an on-call rotation every other weekend. On-call availability is needed only as required to address time-sensitive technical issues, not for a full day.

Requirements

Bachelor’s degree in Computer Science, Engineering, or Information Systems, or equivalent practical experience.
At least 3 years working with SaaS or enterprise software in a technical customer-facing role, such as implementation or technical account management.
Strong troubleshooting skills across application stacks, including experience with logs, monitoring tools, and debugging methodologies.
Familiarity with APIs, REST/SOAP integrations, SQL and NoSQL databases, and common cloud platforms such as AWS, Azure, or GCP.
Excellent written and verbal communication skills, including the ability to explain technical concepts to non-technical audiences.
Ability to manage multiple concurrent technical engagements and prioritize under pressure.
Self-starter who takes initiative, works independently, and manages individual training and development with autonomy.
Ability to identify learning needs and opportunities, use available resources, and take ownership of continued professional development.

Nice To Haves

Bachelor’s degree in Computer Science, Engineering, or Information Systems is preferred.
Experience with ticketing systems such as Jira or Zendesk.
Familiarity with customer success frameworks.
Certifications relevant to cloud platforms or product management.

Responsibilities

Serve as the primary technical liaison between customers and internal teams to diagnose, triage, and resolve software issues.
Troubleshoot incidents, reproduce issues, coordinate fixes with engineering, manage escalations, and track resolution progress.
Create, maintain, and deliver technical documentation, runbooks, and knowledge-base articles.
Gather and synthesize customer feedback and usage data to inform the product roadmap and prioritize feature requests.
Perform root-cause analysis and recommend long-term solutions to reduce repeat incidents and improve reliability.
Participate in release planning and validation, including regression checks and acceptance testing in staging environments when necessary.
Monitor product health metrics and alerting trends, and help define SLAs and operational best practices.
Advocate for customers internally while balancing product strategy, scalability, and security requirements.
Coordinate with Application Support, Implementation, Training, Sales, and Accounting to ensure timely customer activation.
Communicate Hyphen Solutions’ value propositions, product benefits, goals, and objectives to current customers.
Write SQL statements to research and correct data issues.
Participate in the on-call rotation every other weekend as needed to address time-sensitive technical issues.
Perform other duties as assigned.