Hyphen Solutions

Product Specialist

• Act 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
• Monitor product health metrics and alerting trends; 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 for time-sensitive technical issues
• Perform other duties as assigned

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