Technical Support Specialist - NAM

Productsup•,

1d•Remote

About The Position

Productsup is a Berlin based company with a strong global customer base. We’re seeking an ambitious, customer obsessed Technical Support Specialist to support our customers on our powerful, feature rich e-commerce data platform. In this role, you will be the frontline technical expert during US East Coast coverage hours; overseeing day to day tickets, investigating complex data setup issues, prioritizing requests based on SLAs, collaborating closely with 2nd Level Technical Support, Customer Success Managers (CSMs) and Engineering, and helping build scalable internal documentation.

Requirements

2–5+ years of professional experience in a technical customer support or customer engineering role for a complex B2B SaaS platform or AdTech environment.
Strong familiarity with e-commerce data structures (CSV, XML, JSON), data mapping, and catalog feeds (e.g., Google Merchant Center, Meta, Amazon).
Solid understanding of performance marketing and the e-commerce ecosystem.
Ability to translate complex technical errors, product logic, and system feeds into clear, step by step instructions and video walkthroughs tailored for non technical users.
Excellent written and spoken English skills with an empathetic approach to handling customer escalations under tight SLAs.
Proficiency in using AI tools to streamline daily workflows.
Critical thinking to evaluate AI outputs for accuracy, tone, and security compliance before customer delivery.
Advanced structural and customer oriented thinking; able to identify patterns across recurring tickets, diagnose root causes independently, and evaluate technical trade offs.
Experience with ticketing, documentation, and project tracking tools (Zendesk, Jira, and Confluence preferred).
Strong sense of urgency, ability to prioritize daily workloads balancing SLA metrics, customer impact, and support the team’s goals.

Responsibilities

Build a strong foundation in the Productsup platform, core customer use cases, help center resources, and e-commerce data structures.
Shadow 1st level and 2nd level support specialists during ticket investigations and client calls to learn internal troubleshooting methods.
Handle standard client inquiries and platform setups in Zendesk under the guidance of senior team members.
Utilize approved AI tools to search internal documentation, draft response templates, and summarize ticket threads efficiently.
Collaborate comfortably within Confluence and Jira to communicate with cross functional teams, share knowledge and document solutions.
Independently investigate and resolve intermediate to complex customer inquiries, including catalog feed errors, mapping issues, and platform configuration bugs.
Work directly with CSMs, Product, and Engineering to handle case escalations, manage dependencies, and track feature requests.
Identify recurring client questions and create reusable knowledge base articles, internal workarounds, or training materials for the team.
Support team coverage, step in during urgent customer escalations, and help maintain consistent service level performance across the East Coast time zone.

Benefits

A permanent position with an attractive salary
The option to work remotely and flexibly
A unique and thorough onboarding program
Ongoing internal and external training
A yearly learning budget
Opportunities for engaging in our Corporate Social Responsibility initiatives
One paid Impact Day per year dedicated to voluntary work
Employee referral bonuses
The opportunity to take ownership and responsibility, impacting the company’s growth in an international environment with 40+ nationalities
401(k) plan with an attractive employer contribution
Various plans for health insurance with vision and dental options
Parental leave options
Employee Assistance Program