Product Support Specialist

About Solidroad Increase your chances of an interview by reading the following overview of this role before making an application. Building something great is addictive. It's like discovering your favorite TV show mid-season, except you're helping write the next episode. It's like unboxing a new gadget, except you're the one designing it. You shape how it feels, how it works, and how people react when they use it. At Solidroad we're solving a big, messy, exciting problem: how do you scale customer support without losing what makes humans amazing? Warmth, empathy, intuition. We're using AI, generative tech, and real-time simulations to make this happen. It's ambitious, difficult, and genuinely new. About the role We're looking for a Product Support Specialist who loves problem-solving, thrives in fast-moving environments, and takes pride in delivering exceptional customer experiences. You'll be the first line of defense - and sometimes offense - when it comes to ensuring our customers get the most out of Solidroad. You'll diagnose issues, triage bugs, and work closely with our Product and Engineering teams to close the loop fast. You'll turn support data into insights that shape product decisions and help us deliver world-class reliability to world-class customers. This is a hands-on role for someone who wants to grow quickly, learn deeply, and have a tangible impact on both our users and our roadmap. What you'll actually do day-to-day Develop deep product expertise to troubleshoot and resolve customer issues across Slack, live chat, email, and video calls. Manage inbound support tickets and live chat with empathy, precision, and urgency. Own the escalation process - from identifying bugs to coordinating with Product and Engineering for resolution. Monitor and manage SLAs for response and resolution times, ensuring we meet or exceed expectations. Analyze recurring issues and surface insights that reduce future support volume and improve customer experience. Contribute to internal and external documentation, making it easier for customers (and teammates) to self-serve. Build product education video tutorials and support new customer onboarding. Collaborate cross-functionally to improve processes, close feedback loops, and keep customers delighted. Participate in incident reviews and advocate for long-term fixes, not just short-term patches. Our Team & Culture We're a small, focused group working full-time in our San Francisco office. We're here five days a week because building something ambitious means collaborating closely, solving problems together, sharing ideas spontaneously, and occasionally challenging each other to padel matches, cold plunges, or karaoke evenings. We're intentional about creating a culture that's mature, supportive, and fun. You'll be joining experienced founders who've done this before, alongside a tight-knit team genuinely excited about building something impactful. We hope you Have 2-4 years of experience in Product Support, Technical Support, or Customer Success within a SaaS or AI-driven environment. Strong problem-solving skills - you love debugging, identifying patterns, and getting to the root cause. Excellent written and verbal communication skills. You can explain complex issues clearly to non-technical audiences. Calm under pressure - you handle live chats and escalations with composure and clarity. Analytical mindset - you use data to spot trends and opportunities for improvement. Highly organized, detail-oriented, and proactive. You don't just close tickets; you close loops. Familiarity with tools like SQL, APIs, Intercom, or HubSpot is a plus. A natural curiosity about AI, customer experience, and how humans and machines can work better together. The good, the bad, and the honest truth The highs are real: you'll help world-class customers like Ryanair, ActiveCampaign, and Crypto.com get value from Solidroad every day. You'll become an expert in AI, customer operations, and product reliability. The lows? It's fast, it's ambiguous, and things break sometimes. You'll need grit, curiosity, and the ability to problem-solve across multiple fronts. But you'll never be bored - and you'll always be learning.