Product Support Specialist

Foundation Source

. Own intake and triage of tickets in Salesforce, Zendesk, and/or Intercom .

Posted 10/13/2026full-timeRemote • United StatesJuniorMid-Level💰 $80,000 - $90,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer support and ticket management, with proficiency in Salesforce, Zendesk, and SQL. Capable of effective communication and relationship-building with clients while meeting key performance indicators.

Highest-signal resume keywords

Customer Support ExperienceSalesforce ProficiencyZendesk ProficiencySQL KnowledgeTicket Management

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Ticket ManagementSQL QueriesBI ReportingTroubleshootingKnowledge Base Management

Soft Skills

Strong Communication SkillsOrganizational SkillsPrioritization Skills

Tools & Technologies

SalesforceZendeskIntercomJiraConfluence

Industry Keywords

SaaS Product SupportHelp DeskCustomer SupportTechnical EscalationKPI Management

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Own intake and triage of tickets in Salesforce, Zendesk, and/or Intercom
Replicate issues as the first troubleshooting step
Assign severity and priority according to the team's SLA matrix
Maintain accurate ticket status
Investigate issues through resolution or prepare well-researched escalations to Engineering, DevOps, or other technical teams
Provide timely and substantive first responses to internal and external customers
Keep customers informed throughout the ticket lifecycle
Meet team KPIs for Time to First Response and Time to Resolution
Build relationships with internal and external clients and understand the business impact of issues
Create and maintain multimedia help-center resources and the Product Support Team's knowledge base
Identify and contribute to team and tool improvements based on ticket data and experiences
Guide customers through product functionality, workflows, and best practices
Contribute to product-feature and self-service resources to reduce repeat tickets
Escalate technically complex issues to Technical Support Engineers with complete documentation

Requirements

What you’ll need

2+ years of experience in a customer support, help desk, or product support role, ideally supporting a SaaS product
Strong written and verbal communication skills
Experience with Zendesk, Salesforce, Jira, Intercom, and/or Confluence
Beginner-to-intermediate knowledge of BI Reporting platforms
Beginner-to-intermediate knowledge of databases and SQL queries
Experience managing ticket volume across multiple ticketing systems
Strong prioritization and organizational habits
Bachelor's degree in Computer Science, Data Analytics, Information Technology, or another related field is preferred
Dedicated, distraction-free workspace for remote work
Reliable high-speed internet connection
Ability to occasionally lift and/or move up to 15 pounds

Benefits

Comp & perks

Fully remote work arrangement
Dedicated workspace/home office requirement for remote work
Reliable high-speed internet for work-related technology
Reasonable accommodations for individuals with disabilities
Equal employment opportunity