Sr. Product Support Specialist

3 weeks ago

Remote, Oregon, United States SheerID Full time

Any communication from SheerID will come from a email address. In an effort to be overly cautious with recent hiring scams, please know that our hiring process will include video and/or in-person interviews with multiple SheerID team members. We will never ask you to send any confidential information before starting with SheerID.

Senior Product Support Specialists are responsible for assisting SheerID's customers by answering product inquiries, troubleshooting technical issues, and facilitating change requests related to SheerID's products and customer programs. They contribute to public-facing documentation and guides in SheerID's knowledge base and play a key role in identifying customer needs to advocate for product improvements.

This position requires a focused, detail-oriented individual who is equally comfortable resolving technical issues and providing an excellent customer experience. This position interacts with SheerID's customers and partners via multiple communication channels and must be able to work effectively in a high-volume, fast-paced environment while maintaining a professional demeanor rooted in empathy, active listening, and critical thinking.

Role Specific Job Duties:

  • Provide advanced, in-depth technical product support to SheerID's clients and their customers that is accurate, timely, and clearly communicated
  • Interact with customers directly via Zendesk ticketing system, email, video calls, and other modes as needed
  • Meet defined SLOs for ticket response and resolution times
  • Ensure complete resolution of issues directly or via available escalation paths
  • Complete QA testing and reporting for changes made to client programs
  • Engage cross-functionally with groups such as Professional Services, Product Management, and Engineering to advocate for customer needs and product improvements
  • Develop public-facing content for SheerID's knowledge base
  • Be available for rotating on-call duties via Pager
  • Duty outside of regular business hours
  • Develop and maintain internal documentation for troubleshooting, tools, and processes
  • Maintain in-depth working knowledge of SheerID's products and offerings
  • Maintain in-depth working knowledge of internal systems, tools, and processes
  • Proactively identify areas of improvement for both the customer experience and internal efficiency
  • Serve as dedicated Support Liaison for high-profile projects and clients as assigned
  • Mentoring and onboarding of new hires and more junior Product Support team members
  • Special projects and other duties as assigned

Required Skills / Experience

  • Bachelor's degree from an accredited university (or equivalent work experience)
  • Deep familiarity with SheerID's products and services
  • Advanced technical troubleshooting capabilities
  • 3+ years of customer-facing technical support experience (preferably B2B; preferably for SaaS products and/or in a startup environment)
  • 1-2 years of technical writing experience (preferably public-facing documentation or technical guides)
  • 2+ years using Zendesk or equivalent ticketing system
  • 1-2 years using JIRA
  • Adept within MacOS and Google Workspace environments
  • Excellent oral and written communication skills
  • Strong ability to bridge communication between technical and non-technical customers and stakeholders
  • Reliable attendance with evening, weekend, and holiday availability

SheerID is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We celebrate diversity and are committed to creating an inclusive environment for all candidates and employees. SheerID believes that diversity and inclusion are critical to our success as a company, and we seek to recruit, develop, and retain the most talented people from a diverse candidate pool.

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