Technical Support Specialist

Productsup

. Support customers on the Productsup e-commerce data platform .

Posted 11/12/2026full-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 StructuresData Mapping and Catalog FeedsZendesk ProficiencyAI Tools Utilization

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

E-Commerce Data StructuresData MappingCatalog FeedsPerformance MarketingTechnical TroubleshootingSLA PrioritizationRoot Cause AnalysisTechnical DocumentationVideo Walkthrough CreationPattern Identification

Soft Skills

EmpathyClear CommunicationCustomer-Oriented ThinkingStrong Sense of UrgencyProblem-Solving

Tools & Technologies

ZendeskJiraConfluenceAI Tools

Industry Keywords

B2B SaaSAdTechE-Commerce EcosystemCustomer EscalationsService-Level Agreements

About the role

Key responsibilities & impact

Support customers on the Productsup e-commerce data platform
Serve as the frontline technical expert during US East Coast coverage hours
Oversee day-to-day tickets and investigate complex data setup issues
Prioritize requests based on SLAs
Collaborate with 2nd Level Technical Support, Customer Success Managers, Product, and Engineering
Build scalable internal documentation and knowledge-sharing materials
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
Use 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
Create reusable knowledge base articles, internal workarounds, and training materials
Support team coverage during urgent customer escalations and maintain consistent 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)
Experience with 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
Empathetic approach to handling customer escalations under tight SLAs
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 and diagnose root causes independently
Ability to 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
A 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
Various plans for health insurance with vision and dental options
Parental leave options
Employee Assistance Program