Product Technical Support Specialist
Product Technical Support Specialist
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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 youll 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
Qualifications :
What Tech Stack do we mainly use for support
- JIRA Confluence
- Pendo Slack
- Github AWS ecosystem Postgres SQL Database Figma
- Google Suite
What expertise do the best Product Technical Support Specialist for Keen have
- The mind of & empathy for a power-user and the strongest desire to offer a UX that you are proud of.
- Ability to calmly prioritize and work on concurrent projects activities and tasks under time constraints
- Focused organized and deadline-conscious individuals with a strong attention to detail to identify record and prioritize issues as they arise
- Strong desire to work in a rapidly expanding and fast-paced environment in an early-stage tech company
- Ability to communicate ideas in both technical and user-friendly language
- Excellent problem-solving skills
- 2 years in User Support roles for software development orgs
- Bachelors degree in Business Computer Science Information Technology or equivalent experience/certifications.
Additional Information :
Benefits of Working with Keen:
- Keen is using advanced methods and were looking to you to move us further forward. Youll have the opportunity to apply yourself to an interesting and rewarding career.
- Competitive compensation package.
- Keens commitment to Conscious Culture means that: Our work week is Monday - Thursday. Your Friday is yours to use as you desire.
- Fully remote work from anywhere within the United States.
- Requires periodic travel within the United States for in-person collaboration.
NOTE: If you are a candidate for a job here at Keen and have not interacted with a reputable recruiting firm or directly with a Keen team member with an @ email domain please block and/or report those contacts as spam. Thank you for your time and we look forward to connecting!
Must be authorized to work in the United States. Unfortunately Keen is not able to provide sponsorship at this time. We hope to be able to do so in the near future!
Keen Decision Systems is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race color age religion sex sexual orientation gender identity or expression marital status domestic partner status national origin genetics disability military and veteran status and other protected characteristics.
Remote Work :
Yes
Employment Type :
Full-time
Employment Type
Remote
