- Company Name
- Pigment
- Job Title
- Senior Product Support Specialist
- Job Description
-
Job Title: Senior Product Support Specialist
Role Summary: Senior Product Support Specialist delivers expert, end‑to‑end customer support for an AI‑powered business planning platform. Responsibilities include troubleshooting complex modeling and technical issues, managing support tickets from creation to closure, providing feedback to product teams, and maintaining support documentation. The role demands strong technical acumen, excellent communication, and the ability to work independently in a fast‑paced, remote, international environment.
Expectations:
- 2+ years in application or technical support within SaaS, or experience in FP&A/modeling roles.
- Hands‑on, self‑directed problem solver with a “can‑do” mindset.
- Professional English proficiency; additional European language a plus.
- Ability to manage multiple priorities, deliver on time, and collaborate across teams.
Key Responsibilities:
- Own support tickets from opening to resolution, ensuring high customer satisfaction.
- Investigate and resolve modeling, configuration, and bug issues for users.
- Reproduce reported bugs, document findings, and coordinate fixes with engineering.
- Capture and communicate customer feedback and improvement ideas to product teams.
- Create and maintain support templates, knowledge base articles, and best‑practice documentation.
- Participate in a rotating on‑call schedule (maximum one week per month) for critical P1 tickets.
- Proactively inform team of ongoing issues and status updates; maintain clear communication channels.
Required Skills:
- Technical troubleshooting of SaaS applications; familiarity with spreadsheets, data models, and business planning tools.
- Basic understanding of HTML, CSS, SQL, APIs, or data integrations is highly desirable.
- Strong written and verbal communication, with clear documentation ability.
- Independent, empathetic, accountable, and reliable in remote, cross‑functional settings.
- Project management skills – able to set priorities, meet deadlines, and deliver results.
- Comfortable with remote collaboration and agile processes.
Required Education & Certifications:
- Bachelor’s degree in Computer Science, Information Systems, Finance, Accounting, or a related discipline (preferred).
- Any financial qualification (e.g., payroll, accounting, risk management) is highly desirable.