Senior Product Support Specialist

Who We Are

Electric empowers small and medium-sized businesses with everything they need to take control of their IT and security environment.

Our best-in-class software provides SMBs with the insights and tools to make IT easy (even if you’re not an IT expert)! From mobile device management to employee onboarding and offboarding, SMBs can manage their IT with transparency and confidence in the Electric IT Hub.

Our employees are our most valuable asset. We have a people-first culture that prioritizes inclusion, support, growth, and development. You're not just an employee here; you're an important part of our community and our mission to make IT easy and reliable for SMBs.

If you want to bring your skills to a highly collaborative team, are passionate about pairing the creative with the analytical, have a flair for testing and experimentation, embody grit, determination, and curiosity, and want to be part of bringing Electric to SMBs across the US, read on.

Overview

We are seeking a highly skilled and proactive Senior Product Support Specialist to join our Product Support team. As a Senior Product Support Specialist, you will be a primary point of contact for complex customer inquiries, providing expert-level support, in-depth triaging, and effective resolution. The ideal candidate will possess exceptional communication and interpersonal skills, advanced problem-solving abilities honed through significant experience, and a deep-seated passion for ensuring customer satisfaction. You will be a key contributor within our dynamic team focused on the success, retention, and expansion of our customer base, leveraging your expertise to guide junior team members and contribute to the continuous improvement of our support processes.

What You’ll Do:

• Serve as a primary point of contact for complex and escalated customer inquiries, ensuring timely and professional communication.

• Independently troubleshoot and resolve intricate technical and functional product issues, often requiring in-depth investigation and creative solutions.

• Proactively identify, document, and escalate critical customer issues and potential product defects to Engineering and Product Management teams, providing detailed context and recommendations.

• Lead in the creation and maintenance of internal and external knowledge base articles, troubleshooting guides, and FAQs to empower both customers and the Support team.

• Mentor and provide guidance to Product Support Specialists, fostering their technical and customer service skills.

• Help identify trends in customer issues and provide insightful feedback to the product and development teams to drive product improvements and prevent future problems.

• Collaborate effectively with Engineering, Product Management, Sales, and Customer Success teams to ensure seamless customer experiences and efficient issue resolution.

• Contribute to the development and implementation of best practices, processes, and tools to enhance the efficiency and effectiveness of the product support function.

• Continuously expand your product knowledge and technical expertise to effectively support new features and product updates.

Who You Are:

• Minimum of 3-4 years of experience in a customer-facing technical support or product support role within a technology company, with a proven track record of resolving complex issues.

• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly and concisely to both technical and non-technical audiences.

• Able to work largely independently by leveraging documentation, tooling, and error logs to perform most investigations and evaluations.

• Demonstrated ability to troubleshoot and investigate complex technical issues, including leveraging tools like Datadog to determine root cause and steps to remediation.

• Exceptional and professional customer service skills with a demonstrated ability to build rapport and trust with customers and coworkers.

• Experience coaching or assisting front line team members with cases and investigations, preferred.

• Experience operating within a ticketing system, Jira Service Management preferred.

Nice to have:

• Experience with MDM softwares and other security tools such as Antivirus, VPN, Data backup, email protection, password manager, and cybersecurity awareness training solutions.

• Prior experience managing internal and/or external projects

Excited about the opportunity, but worried you don’t meet all the requirements? We recognize that people are less likely to apply to jobs where they don’t meet every single qualification. Imposter syndrome can get in the way of meeting spectacular candidates. We encourage you to apply anyway, and give us both the chance to find out if you’re the right candidate for this or other roles! 

Read about working at Electric here and meet our leadership team! 

We offer a range of benefits that include: 

• Flexible and generous PTO 

• Mental Wellness Days 

• Volunteer Days

• Medical, Vision, Dental, and Orthodontia Coverage

• 401k 

• ESOP (Employee Stock Option Program)

• Kindbody Membership for Family Planning

• Pre-taxed Commuter Benefits 

• Generous Parental Leave

• Paid medical, family, and military leave

• Short and Long Term Disability 

• Employee Assistance Programs 

• Life Insurance funded by Electric

• Training and career growth 

• Awesome team building events! 

Where?

We are headquartered in NYC, and have remote locations across 22 states. Our largest markets outside of the Tri-State area are California and Colorado. We embrace a hybrid culture and offer opportunities throughout the year for folks to get together in regional markets or at HQ. With a widely distributed team, we are used to working remotely across different time zones.

See below to see if you are eligible to work within the 22 states we hire in: Arizona, California, Colorado, Connecticut, Florida, Georgia, Maine, Maryland, Massachusetts, Michigan, Minnesota, New Jersey, New York, North Carolina, Oregon, Rhode Island, South Carolina, Tennessee, Texas, Virginia, Utah, and Wisconsin. 

Standard Working Hours: 9:00AM - 6:00PM

We are an equal opportunity employer. 

We are proud to foster a workplace free from discrimination. We strongly believe that diversity of experience, perspectives, and background will lead to a better environment for our employees and a better product for our users. 

We are committed to creating a diverse and inclusive work environment. Electric does not discriminate against candidates or employees because of their sex, race, gender identity, disability, age, sexual orientation, religion, national origin, veteran status or any other protected status under the law.

Accommodations

Electric is committed to providing access, equal opportunities, and reasonable accommodations for individuals with disabilities. To request a reasonable accommodation as part of the recruitment process, please contact: [email protected].