Product Support Specialist
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Posted: 10/21/2026SQL
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Product Support Specialist
BreakthroughCore Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in troubleshooting client issues, utilizing SQL for root cause analysis, and managing support tickets effectively. Proficient in building and maintaining knowledge bases and AI tools to enhance client support and streamline processes.
Highest-signal resume keywords
SQL SkillsTroubleshootingClient CommunicationAI Tools ExperienceSupport Ticket Management
Tech Stack
Tools & technologiesAbout the role
Key responsibilities & impact- Own the support ticket queue and resolve client issues involving software, logins, billing, and message delivery
- Investigate root causes using back-end logs and SQL queries
- Reproduce problems to distinguish defects from user error
- Conduct client calls to troubleshoot issues when needed
- Escalate confirmed defects, product decisions, or access-restricted issues to Product or engineering
- Write actionable bug reports with reproduction steps, expected versus actual behavior, and supporting evidence
- Own and maintain the Help Center with guides and short videos
- Identify ticket resolutions that should become self-service content
- Help implement and improve AI support tools using knowledge-base content
- Test AI responses and improve the underlying content
- Identify repeat questions and automate or streamline related work
- Protect healthcare client data and understand AI access limitations
- Build new client accounts, locations, and marketing funnels
- Handle contact list uploads, data entry, and self-serve setup support
- Provide Customer Success with technical answers, explanations, next steps, and client-call support
- Track open client-impacting bugs, Product priorities, expected fixes, and urgent issues
- Send weekly updates and keep Customer Success informed about Product priorities
- Flag client frustration, recurring issues, or cancellation risk to the CSM same day
- Coordinate client website builds by gathering access and domain details
- Present website drafts, consolidate feedback, and route revisions to the build team
- Track active website builds to prevent stalls
- Test new releases before clients see them and attempt to uncover defects
Requirements
What you’ll need- Working SQL skills, including SELECT queries with filters and joins
- Troubleshooting instinct and ability to diagnose root causes
- Clear, warm communication with clients and ability to conduct live troubleshooting calls
- Hands-on experience using AI tools to automate or speed up real work, with a specific example
- Ability to manage support tickets and active website builds simultaneously
- Precision with setup and data entry
- Experience supporting software for healthcare practices (EMR, scheduling, billing, or similar) (nice-to-have)
- Experience writing help documentation or building a knowledge base (nice-to-have)
- Familiarity with Jira, HubSpot, Asana, Fathom, or Claude (nice-to-have)
- QA or software testing experience (nice-to-have)
- Ability to diagnose and fix a technical problem independently
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
SQLTroubleshootingData EntrySoftware TestingHelp Documentation Writing
Soft Skills
Clear CommunicationProblem-SolvingClient Support
Tools & Technologies
JiraHubSpotAsanaFathomClaude
Industry Keywords
Healthcare Software SupportEMRSchedulingBilling