Senior Product Support Specialist at pigment

pigment

Toronto·5d ago

SeniorFull-timeAWSGoAI

Salary Range

$66,300 - $89,700 /year

Estimated

This salary is estimated based on similar roles. The actual salary may vary.

About the Role

We are looking for a Product Support Specialist to join our team at Pigment, a fast-growing SaaS company transforming business planning and performance with AI. This role involves helping customers derive value from our platform by troubleshooting issues, conducting investigations, and providing recommendations for optimal platform experience.

Key Responsibilities

→Help customers derive value from Pigment by troubleshooting modeling issues and reproducing bugs
→Conduct investigations as a product expert and provide technical support
→Understand our infrastructure and give recommendations for customer platform experience
→Guide junior team members on complex cases
→Own Support tickets from creation to closure
→Replicate and escalate bugs to Engineering/R&D Team
→Collaborate with Product Managers on feature requests
→Lead improvements to our processes and product
→Work 1-week on-call covers of P1 tickets after probation

Requirements

✓4+ years of experience in application support, technical support in SaaS, or Financial Planning & Analysis/Modeling
✓Can-do attitude with hands-on approach
✓Excellent written and interpersonal skills
✓General technical know-how and affinity for learning new software
✓Independent, empathetic, and accountable
✓Strong project management skills
✓Comfortable working in a remote, fast-paced environment
✓Professional proficiency in English