Product Support Specialist – Live Client Support, Ticketing

Neo Mena Technologies

. Monitor all live-support channels (support mail, phone, Slack, Teams) and respond within SLAs.

Posted 10/10/2026full-timeBeirut • LebanonJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in product support and customer success within SaaS/Fintech, with strong capabilities in incident analysis, ticket prioritization, and effective communication with diverse stakeholders. Proficient in utilizing ticketing tools and monitoring systems to enhance product performance and user experience.

Highest-signal resume keywords

Product Support ExperienceIncident AnalysisTicketing Tools ProficiencyAPI KnowledgeCI/CD Pipeline Exposure

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident AnalysisDebuggingTicket PrioritizationRoot Cause IdentificationAPI UnderstandingMonitoring Tools ProficiencySaaS SupportTechnical Account ManagementRelease ProcessesCustomer Success

Soft Skills

Clear CommunicationActive ListeningOrganizational SkillsDecisivenessCalm Under Pressure

Tools & Technologies

JIRAZendeskDatadogSentrySlackTeams

Industry Keywords

FintechSaaSUser JourneysWorkflowsContinuous Improvement

About the role

Key responsibilities & impact

Monitor all live-support channels (support mail, phone, Slack, Teams) and respond within SLAs.
Log each bug, incident, or enhancement request in Jira with reproducible steps, context, and impact.
Verify ticket completeness (DoD, acceptance criteria, attachments) before assigning to the squad.
Track squad capacity/velocity to flag bottlenecks early.
Prioritize tickets by severity, user impact, and business risk; escalate showstoppers immediately.
Maintain a real-time support board and dashboard of live issues, work-in-progress, and resolution ETA.
Own the release-validation checklist: coordinate QA, UAT, and post-deploy smoke tests with end users.
Analyze incident patterns and propose preventive or product-level fixes.
Communicate transparently with developers, PMs, QA, designers, and leadership—tailoring depth to the audience.
Facilitate quick huddles to unblock ambiguous tickets; push back on unclear scope.
Publish concise status updates and summaries for C-level and non-technical stakeholders.
Champion continuous improvement of ticket templates, workflows, and hand-offs.
Keep reporters updated on progress and next steps; close the feedback loop after deploying.
Gather qualitative feedback and satisfaction signals when fixes hit live.
Document in Jira FAQs and known issue lists to reduce repeat queries.
Monitor system alerts and logs to identify and proactively address product or performance issues.
Collaborate with customer and operations teams to ensure smooth client experience and accurate issue handling.
Act as a product expert, maintaining deep understanding of features, workflows, and release changes.
Analyze recurring issues and collaborate with the product team to suggest enhancements or preventive measures.
Prepare reports and metrics on support performance, issue trends, and product health.

Requirements

What you’ll need

Bachelor’s degree in computer science, management IT, business administration, or related fields.
Proficiency in English
2-3 years of experience in product support, customer success, or technical account management within SaaS/Fintech.
Clear, concise written and verbal communication in English; comfortable briefing C-suite.
Calm under pressure, decisive in prioritization, relentlessly organized.
Exposure to CI/CD pipelines and release processes.
API knowledge, understanding how RESTful APIs work, ability to read logs or payloads, and basic troubleshooting of integration issues.
Debugging, incident analysis and ability to identify the root cause of product issues using monitoring tools (Datadog, Sentry ..).
Prioritization skills & ability to assess tickets effectively and escalate issues based on impact.
Proficiency in ticketing & support tools (Zendesk, JIRA)
Deep knowledge and understanding of the fintech product’s workflows, user journeys, and edge cases.
Experience working with distributed, cross-cultural teams.
Strong active-listening and verbal-communication skills.
Strong problem-solving skills.

Benefits

Comp & perks

Growth & Learning
Employee Coaching Programs focused on career growth and wellbeing
Friendly work environment
Hybrid work philosophy (in office + remote)
Medical Insurance
Bonus Scheme