Provides B2B SaaS product support by troubleshooting user, configuration, data, and defect issues; reproducing problems; managing escalations; communicating resolutions; and building knowledge-base content. Partners with Product, Engineering, and Customer Support to establish support processes, ticket taxonomies, SLAs, onboarding practices, and trend reporting for a new enterprise software product.
Product Support Specialist What it's like to work here:
DISHER is currently partnering with a global supply chain solutions organization on their Product Support Specialist opportunity. In this role, you will serve as the bridge between customers, Product, and Engineering to deliver exceptional support for their new software product launching in early 2027. You'll be responsible for resolving user issues, documenting support patterns, and helping build the repeatable processes and knowledge base needed for a scalable support model. This person will work closely with Product, Customers, and Customer Care to troubleshoot issues, route escalations appropriately, and turn user feedback into documentation to inform product and process improvements.
This organization empowers high-performance teams to solve complex global challenges through creativity, partnership, and technology. Employees enjoy a supportive, collaborative environment where initiative and growth are celebrated. The team values proactive, adaptable team members who can work independently while also being responsive and communicative collaborators. You'll have the opportunity to build something new from the ground floor, establishing processes and setting the foundation for a scalable support operation as the product launches.
What you will get to do:
- Differentiate between, analyze, and troubleshoot user training issues, configuration problems, data quality issues, product defects, and enhancement requests to ensure issues are routed and/or addressed appropriately.
- Classify support issues by severity and business impact; escalate confirmed defects and performance issues to Engineering or Product.
- Reproduce reported issues in a test environment and document findings to accelerate investigations and resolution.
- Keep customers informed throughout issue resolution by providing timely updates, setting expectations, and confirming successful resolution.
- Create and refine the support knowledge base to empower users to resolve issues via self-service.
- Collaborate with Product to improve the platform based on user feedback, ensuring long-term product reliability.
- Help define and refine support processes, ticket taxonomy, and SLAs as processes are established post-launch.
- Track support trends, response quality, resolution drivers, and recurring issue patterns to inform process improvements.
- Support onboarding for new enterprise accounts alongside Customer Support.
What will make you successful:
- At least 2 years in a customer-facing support, customer success, or account support role, ideally for a B2B SaaS product.
- Experience using CRM/ticketing platforms (i.e. Freshdesk, HubSpot, Salesforce, etc.).
- Comfortable interpreting dashboards, reports, and operational data to investigate customer questions and validate expected application behavior.
- Experience supporting enterprise customers.
- Excellent written and verbal communication with the ability to explain technical concepts to non-technical users.
- Strong instinct for asking the right follow-up questions to get to the hear of an issue before looping in other teams.
- Thrives in a fast-paced environment, evolving product environment where processes are still being established.
- Ability to work independently and be self-directed.
- Bachelors degree in Business or related field.
- Must have the current and continuing right to work in the United States of America without restrictions or expirations.
- Familiarity with service logistics, supply chain, or field service operations.
- Basic SQL or data analysis skills
- Experience building or maintaining a knowledge base/self-serve support content.
- Prior experience supporting a data or analytics product.
Preferred Qualifications:
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