Product Support Specialist

Role Overview: As a Product Support Specialist, you will be responsible for troubleshooting API issues, monitoring systems, managing incidents, and communicating effectively with customers and stakeholders. You will collaborate with cross-functional teams, contribute to knowledge bases, and continuously learn to bring fresh ideas and proactive solutions to the team. Key Responsibilities: - Troubleshoot API issues, test API calls, and interpret messaging workflows to identify and resolve integration problems. - Monitor systems using dashboards and basic diagnostic tools to detect anomalies, track incidents, and ensure service health. - Write and execute SQL queries to investigate, analyze, and resolve customer or system issues. - Manage incidents and escalations with a structured, situation-based problem-solving approach; ensure clear follow-through and resolution. - Communicate effectively with customers, internal stakeholders, and external partners during escalations, providing timely updates and guidance. - Collaborate with cross-functional teams and contribute to knowledge bases/documentation in Jira, Confluence, and Zendesk. - Continuously learn and adaptbringing fresh ideas, proactive solutions, and a growth mindset to the team. Qualifications Required: - Minimum 3+ years of experience in technical support, systems, or operations role (more experience is a plus). - Strong API troubleshooting skills, including the ability to test and analyze API requests/responses. - Proficiency in SQL for querying and analyzing data from relational databases. - Familiarity with monitoring tools, dashboards, and basic diagnostic workflows. - Excellent problem-solving skills with the ability to adapt to different scenarios and resolve issues under pressure. - Strong verbal and written communication skills, with proven experience managing escalations. - Experience using Jira, Confluence, and Zendesk (or similar ticketing/documentation tools). - A proactive mindset and enthusiasm for learning, beyond just following processes. - Experience with SaaS or cloud-based environments. - Knowledge of scripting languages (e.g., Python, Bash) for automating diagnostics or data analysis. - Familiarity with incident management frameworks (e.g., ITIL).,