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Product Support Specialist

2 months ago

Denver, Colorado, United States Tilt Full time
Product Support Analyst

Tilt is seeking a highly skilled Product Support Analyst to join our team. As a key member of our support team, you will be responsible for owning the product support queue and collaborating closely with the Tilt product team to effectively support our users.

Responsibilities:
  • Monitor and manage the product support Jira queue, investigating and resolving user problems with a high level of customer service.
  • Streamline operational processes and procedures as it relates to product support.
  • Engage product and engineering teams with discretion and a clear escalation strategy.
  • Work with stakeholders to identify common issues and drive impactful solutions upstream.
  • Create and maintain relevant documentation, including runbooks and product support documentation, and collaborate with enablement/education teammates to distribute.
  • Interface with customers to help diagnose issues and understand core problems.
  • Have deep knowledge of the Tilt product and understanding of our users.
  • Communicate effectively in a variety of mediums and to various audiences.
  • Assist in Tilt integration support.
  • Use reporting tools to investigate and quantify product bugs.
Requirements:
  • Proven ability to triage and troubleshoot a Software as a Service (SaaS) product.
  • Experience supporting customers and understanding the importance of their voice.
  • Ability to learn new product features and technologies quickly.
  • Effective time management and ability to work independently with competing priorities.
  • Experience working in environments that practice Agile, Scrum, and Lean methodologies.
  • Hands-on experience with browser dev tools, tracing tools, and searching and interpreting log files.
  • Ability to develop scripts to automate troubleshooting.
  • Fearlessly flexible and curious, with high levels of empathy and a deep connection to Tilt's mission.
Virtues/Competencies:
  • Health & Family First
  • Autonomy + Team. Always
  • Be Curious
  • Love Our Customers
  • Fearlessly Flexible
Benefits:

Tilt offers a comprehensive benefits package, including medical, dental, and vision benefits, 401k with a 100% match on the first 3% and 50% match on the next 2%, and $100 monthly to spend on 'What Matters Most.' We also offer Responsible Time Off and a range of perks and benefits.

Tilt is a fully remote company, committed to being fearlessly flexible and ensuring that all employees are set up and have the autonomy to do their best work. We trust our team and are focused on outcomes, not outputs.

We celebrate and support our differences, and are an equal opportunity employer. Employment at Tilt is based solely on a person's merit and qualifications related to their professional competence.