Technical Support Specialist

Productsup

. Serve as the frontline technical expert during US East Coast coverage hours .

Posted 9/24/2026full-timeRemote • United StatesJuniorMid-Level💰 $38,000 - $60,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in technical customer support for B2B SaaS platforms, with a strong focus on e-commerce data structures and performance marketing. Capable of translating complex technical issues into clear instructions for non-technical users while maintaining high service-level performance.

Highest-signal resume keywords

Technical Customer Support ExperienceE-Commerce Data StructuresProficiency in ZendeskAI Tools UtilizationPerformance Marketing Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data MappingCatalog FeedsCSVXMLJSONTechnical TroubleshootingRoot Cause AnalysisDocumentation CreationWorkflow StreamliningSLA Prioritization

Soft Skills

Excellent Written CommunicationCustomer-Oriented ThinkingStrong Sense of UrgencyCollaborative TeamworkProblem-Solving

Tools & Technologies

ZendeskJiraConfluenceAI Tools

Industry Keywords

B2B SaaSAdTechE-Commerce EcosystemPerformance Marketing

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

2–5+ years of professional experience in a technical customer support or customer engineering role for a complex B2B SaaS platform or AdTech environment
Strong familiarity with e-commerce data structures (CSV, XML, JSON), data mapping, and catalog feeds (e.g., Google Merchant Center, Meta, Amazon)
Solid understanding of performance marketing and the e-commerce ecosystem
Ability to translate complex technical errors, product logic, and system feeds into clear, step-by-step instructions and video walkthroughs for non-technical users
Excellent written and spoken English skills
Proficiency in using AI tools to streamline daily workflows
Ability to evaluate AI outputs for accuracy, tone, and security compliance
Advanced structural and customer-oriented thinking
Ability to identify patterns across recurring tickets, diagnose root causes independently, and evaluate technical trade-offs
Experience with ticketing, documentation, and project tracking tools; Zendesk, Jira, and Confluence preferred
Strong sense of urgency and ability to prioritize workloads based on SLA metrics, customer impact, and team goals

Benefits

Comp & perks

A permanent position with an attractive salary
The option to work remotely and flexibly
A unique and thorough onboarding program
Ongoing internal and external training
Yearly learning budget
Opportunities for engaging in Corporate Social Responsibility initiatives
One paid Impact Day per year dedicated to voluntary work
Employee referral bonuses
401(k) plan with an attractive employer contribution
Health insurance with vision and dental options
Parental leave options
Employee Assistance Program