Productsup

IT Support

• Serve as the frontline technical expert during US East Coast coverage hours
• Oversee day-to-day support tickets
• Investigate complex data setup issues
• Prioritize requests based on SLAs
• Collaborate with 2nd Level Technical Support, Customer Success Managers, and Engineering
• Build scalable internal documentation
• Learn the Productsup platform, customer use cases, help center resources, and e-commerce data structures
• Shadow 1st and 2nd level support specialists during ticket investigations and client calls
• Handle standard client inquiries and platform setups in Zendesk
• Use approved AI tools to search internal documentation, draft response templates, and summarize ticket threads
• Collaborate in Confluence and Jira to communicate with cross-functional teams, share knowledge, and document solutions
• Independently investigate and resolve intermediate to complex customer inquiries, including catalog feed errors, mapping issues, and platform configuration bugs
• Handle case escalations, manage dependencies, and track feature requests with CSMs, Product, and Engineering
• Create reusable knowledge base articles, internal workarounds, and training materials
• Support team coverage and urgent customer escalations while maintaining service-level performance across the East Coast time zone

Technical Support Specialist

Head of Department

• Lead a global, flat team of approximately 15 Implementation Consultants and Managed Services specialists
• Manage the unit’s daily operations, team structure, and overall delivery margins
• Directly manage team members across EMEA, India, and North America and foster a unified culture
• Design and own intake, scheduling, delivery standards, tooling, and performance tracking
• Partner with Revenue and Customer Experience leadership to deploy reserved capacity into key accounts and protect and grow NRR
• Own delivery margin, capacity planning, and the unit P&L
• Coach every team member and support growth across implementation projects and recurring services
• Act as senior contact for complex enterprise deliveries and high-stakes technical escalations
• Report directly to the COO

Technical Support Specialist

Head of Professional Services