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Technical Product Specialist
Hyphen SolutionsCore Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in troubleshooting software issues, managing customer engagements, and delivering technical documentation. Proficient in SQL, cloud platforms, and customer success frameworks to enhance product reliability and customer satisfaction.
Highest-signal resume keywords
Technical LiaisonTroubleshooting SkillsSQL ProficiencySaaS ExperienceCloud Platform Certifications
Tech Stack
Tools & technologiesAbout the role
Key responsibilities & impact- 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
Requirements
What you’ll need- Bachelor's degree in Computer Science, Engineering, or Information Systems is preferred, or equivalent practical experience required
- 3+ years working with SaaS or enterprise software in a technical customer-facing role
- Strong troubleshooting skills across application stacks; experience with logs, monitoring tools, and debugging methodologies
- Familiarity with APIs, REST/SOAP integrations, SQL/noSQL databases, and AWS, Azure, or GCP
- Excellent written and verbal communication skills; able to translate technical concepts for non-technical audiences
- Ability to manage multiple concurrent technical engagements and prioritize under pressure
- Experience with Jira or Zendesk and customer success frameworks preferred
- Cloud platform or product management certifications preferred
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingSQLAPIsRESTSOAPMonitoring ToolsDebugging MethodologiesRoot-Cause AnalysisRegression TestingFeature Prioritization
Soft Skills
Communication SkillsCustomer AdvocacyPrioritizationCollaborationProblem-Solving
Tools & Technologies
JiraZendeskAWSAzureGCP
Certifications & Qualifications
Cloud Platform Certifications
Industry Keywords
SaaSEnterprise SoftwareCustomer Success FrameworksTechnical DocumentationOperational Best Practices