Product Technical Support Specialist
Apply NowLocation:
Cary, NC, US
Company:
Keen Decision Systems helps businesses optimize their marketing spend through actionable insights from Bayesian modeling.
Summary:
The Product Technical Support Specialist at Keen Decision Systems bridges the gap between client services and product development, resolving user issues effectively. Candidates should possess a bachelor’s degree and have at least two years of experience in user support roles within software development organizations.
Requirements:
Technology: JIRA, Confluence, Pendo, Slack, Github, AWS, Postgres SQL Database, Figma, Google Suite
Hard Skills: Problem-solving, Attention to detail, Time management
Credentials: Bachelor’s degree in Business, Computer Science, Information Technology, or equivalent experience/certifications.
Experience: 2+ years in User Support roles for software development orgs
Job Description:
What is a Product Technical Support Specialist?
At Keen, the Product Technical Support Specialist is the conduit between Client Services and Product Development teams, creating confidence in our willingness and accountability to resolve any issue a user has in the product that we offer to the market. A problem solver and great communicator, the Product Technical Support Specialist works to translate user support needs into actionable steps for the engineers towards resolution and ensures further proactive measures are taken towards preventing recurring support needs.
What you’ll do as the Product Technical Support Specialist
- Support the Keen organization by owning the triage of any support tickets and management of the ticket transfers & progress until resolution is in production and user notified.
- Design, document and maintain the ticket escalation process for user submitted support tickets
- Own tooling for support desk ticketing system. Maintain tooling and ensure that alerting is operational and scheduled for proper traffic-control so that any critical tickets are addressed in a timely manner according to our internal & external SLAs.
- Provide feedback to engineers in JIRA tickets after recreating the steps a user followed and documenting any additional context that will help an engineer to resolve the issue more quickly.
- Test the tickets’ resolution provided by the engineer once the code is pushed into the development environment and either approve the move to the next environment or send feedback to the engineer for corrective actions.
- Own a full circle approach to ticket triaging to ensure the issue is properly addressed and unlikely to reoccur. This includes but is not limited to, updating or adding Confluence documentation to bring clarity to product functionality, writing Idea tickets for Feature Requests, and notifying QA of gaps in testing for bugs.
- Create and maintain Pendo tagging of new and existing features to analyze application usage and utilize insights to identify opportunities for user education or feature enhancements.
- Learn basic product owner responsibilities to help future career path growth opportunities, including subjects such as writing user stories, scrum rituals design & meaning, user feedback analysis
