Make your next big career move by applying as KMC Solutions next SENIOR PRODUCT SUPPORT SPECIALIST!
The Senior Product Support Engineer is a highly skilled, senior-level technical expert within the Customer Success team at SOCi. This role is responsible for isolating, troubleshooting, and resolving complex and escalated customer issues - ranging from intricate product bugs to multi-system integration failures - while acting as a critical liaison between customer-facing teams and Engineering. Operating in a fast-paced environment, the Senior Product Support Engineer dives into backend systems, APIs, and databases (including SQL) to conduct root cause analyses, drive long-term solutions, and implement scalable solutions. This role works cross-functionally with Product and Engineering teams to influence improvements in both the product and internal processes, while proactively identifying patterns that reduce future escalations.
Additionally, the Senior Product Support Engineer supports the broader Support team by sharing knowledge, providing mentoring and guidance, and raising the overall bar for technical excellence. Exceptional problem solving skills, strong communication, and the ability to manage high-pressure customer interactions with professionalism are essential to success in this role.
On top of your salary, here are the exciting benefits you can look forward to:
- Health Insurance/HMO
- Enjoy unlimited MadMax Coffee
- Diverse learning & growth opportunities
- Accessible Cloud HR platform (Sprout)
- Above standard leaves
The main responsibilities of a SENIOR PRODUCT SUPPORT SPECIALIST include:
- Provide advanced product support to clients, troubleshooting and resolving complex issues related to SOCi's platform and services.
- Serve as the primary point of contact for escalated support cases, ensuring timely and effective resolution.
- Collaborate with product management, engineering, and other internal teams to diagnose and resolve product issues, providing detailed feedback and insights to drive product improvements.
- Develop and maintain comprehensive knowledge of SOCi's products and services, staying current with new features, updates, and industry trends.
- Create and maintain detailed documentation of support cases, resolutions, and best practices to facilitate knowledge sharing and continuous improvement.
- Conduct regular training sessions and workshops for clients, providing guidance on best practices and optimal use of SOCi's platform.
- Mentor and provide guidance to junior support specialists, fostering a culture of continuous learning and professional development within the support team.
- Monitor and analyze support metrics to identify trends and areas for improvement, implementing strategies to enhance the overall client support experience.
- Participate in client success initiatives, contributing to the development and implementation of strategies to drive client engagement, satisfaction, and retention
To apply, you must be an expert on the following requirements:
- Bachelor's degree in Information Technology, Computer Science, Business, or a related field; or equivalent work experience.
- 3-5+ years of experience in product support, technical support, or a related role within a SaaS or technology company.
- Strong technical troubleshooting skills, with the ability to diagnose and resolve complex product issues.
- Excellent communication and interpersonal skills, with the ability to effectively convey technical information to both technical and non-technical audiences.
- Proven track record of delivering high-quality customer support and achieving client satisfaction.
- Experience with support ticketing systems and customer relationship management (CRM) tools.
- Ability to work collaboratively in a fast-paced, dynamic environment, managing multiple priorities and deadlines.
- Strong analytical and problem-solving skills, with a proactive approach to identifying and addressing potential issues.
- Passion for continuous learning and professional development, with a commitment to staying current with industry trends and best practices.
