Product Support Specialist

8 hours ago

Jacksonville, Florida, United States WiredPeople, Inc. Full time
Overview:

Are you a natural problem-solver who thrives on helping customers succeed? Do you want to be the technical expert for a cutting-edge SaaS platform? We are looking for a Product Support Specialist to join our dedicated team and become a key player in ensuring our customers have a world-class experience.

In this role, you won't just be answering tickets. You will be the bridge between our customers and our Engineering team, diagnosing complex issues, and ensuring the reliability of a platform that supports critical business operations. If you're passionate about technology and customer advocacy, we want to talk to you.

What You'll Do

  • Be the First Responder: Serve as the primary technical contact for customers, providing expert Tier 1 and Tier 2 support to resolve their challenges.

  • Own the Investigation: Triage, prioritize, and resolve incidents using ServiceNow, ensuring you meet and exceed service level agreements (SLAs).

  • Become a Super Sleuth: Troubleshoot a wide range of issues across the application, from configuration and integrations to data and performance problems.

  • Collaborate with Engineering: Escalate complex issues directly to the Engineering team using Azure DevOps. You'll provide clear documentation, logs, and reproduction steps to ensure a swift resolution.

  • Dive into the Cloud: Help troubleshoot our SaaS applications running in Microsoft Azure by checking system status and reviewing logs to pinpoint issues.

  • Drive Continuous Improvement: Participate in major incident response, contribute to root cause analysis, manage change requests, and help build out our technical knowledge base in ServiceNow.

  • Communicate with Clarity: Keep customers informed and confident with clear, professional communication regarding issue status, resolutions, and expectations.

What You'll Need (Required Qualifications)

  • 1-4 years of experience in a Technical Support, Helpdesk, or SaaS Application Support role.

  • Strong hands-on experience with a modern service desk tool like ServiceNow.

  • Experience supporting cloud-hosted SaaS applications (experience with Microsoft Azure is a major plus).

  • A proven ability to troubleshoot and analyze complex technical problems.

  • A basic understanding of how web-based applications communicate (HTTP/S, REST APIs, JSON).

  • Excellent written and verbal communication skills—you can make complex topics simple.

Bonus Points For (Preferred Qualifications)

  • ITIL Foundation certification.

  • Basic SQL or experience troubleshooting data-related issues.

  • Experience supporting enterprise-level or B2B SaaS platforms.

WiredPeople provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, WiredPeople complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

  • Client Support Specialist

    8 hours ago

    Jacksonville, Florida, United States ICE Full time

    OverviewWorking Hours: 11:00am - 8:00pm ET (10:00am - 7:00pm CT)Job PurposeICE Mortgage Technology is the leading cloud-based platform provider for the mortgage finance industry. ICE Mortgage Technology solutions enable lenders to originate more loans, reduce origination costs, and reduce the time to close, all while ensuring the highest levels of...

  • Client Support Specialist

    5 hours ago

    Jacksonville, Florida, United States ICE Full time

    OverviewJob PurposeICE Data Services (IDS), a leading provider of financial market data, has an opening to support ICE Data Derivatives, which provides data and analytics for risk management of derivatives across 5 asset classes (Foreign Exchange, Interest Rates, Equities, Commodities and Credit) and 100s of instrument types. Client Support Specialists are...

  • MSP Cash/Client Support Specialist

    3 hours ago

    Jacksonville, Florida, United States ICE Full time

    OverviewJob PurposeThe Client Support Specialist II serves as a subject-matter expert and product-area specialist, providing advanced support to our customer base on MSP products, services, platform technologies, and workflows. Acting as an escalation point, this role ensures timely and consistent resolution of complex issues, addressing customer questions,...

  • Customer Support Specialist

    3 days ago

    Jacksonville, Florida, United States HC Brands Full time

    Customer Support SpecialistDepartment: Customer ServiceEmployment Type: Full TimeLocation: Jacksonville, FLReporting To: Kanitra WatersDescription HC Brands specializes in customizing and selling thousands of products that help our customers make connections. We are a fast, profitable, growing ecommerce company that markets ourselves through a wide range of...

  • Business Support Relationship Specialist

    9 hours ago

    Jacksonville, Florida, United States Everbank Full time

    Business Support Relationship SpecialistThe Business Support Relationship Specialist discerns each client's treasury management needs (via interviews, transaction history, and modeling tools) and advises them as to the features and benefits of each product and/or service, prepares and tracks all necessary approval documentation, facilitates an error free and...

  • Sales Support Specialist

    9 hours ago

    Jacksonville, Florida, United States Advantus Corp Full time

    Under the supervision of the Sales Operations Manager, the Sales Support Specialist is responsible for providing sales and administrative support.Sales Support responsibilities:Enter and maintain product information within the customer portal/sites as well as internal systems.Handle all administrative duties to support the Sales team, including sales...

  • Product Support Representative III

    6 hours ago

    Jacksonville, Florida, United States FIS Full time

    Position TypeFull timeType Of HireExperienced (relevant combo of work and education)Education DesiredBachelor of Commerce/BusinessJob DescriptionWe are FIS. Our technology powers the world's economy and our teams bring innovation to life. We champion diversity to deliver the best products and solutions for our colleagues, clients and communities. If you're...

  • Product Support Representative III

    9 hours ago

    Jacksonville, Florida, United States FIS Global Full time

    Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelor of Commerce/BusinessJob DescriptionWe are FIS. Our technology powers the world's economy and our teams bring innovation to life. We champion diversity to deliver the best products and solutions for our colleagues, clients and communities....

  • IT Support Specialist

    2 weeks ago

    Jacksonville, Florida, United States GCyber Full time

    GCyber is hiring an IT Support Specialistto support the DoD Office of Military Commissions (OMC). This position is located in Guantanamo Bay, Cuba. In this role, you will be responsible for responding to customer requests and troubleshooting and investigating incidents, enabling critically important Military Commissions and Trials in Naval Station Guantanamo...

  • IT Support Specialist

    9 hours ago

    Jacksonville, Florida, United States GCyber Full time

    GCyber is hiring an IT Support Specialistto support the DoD Office of Military Commissions (OMC). This position is located in Guantanamo Bay, Cuba. In this role, you will be responsible for responding to customer requests and troubleshooting and investigating incidents, enabling critically important Military Commissions and Trials in Naval Station Guantanamo...