Propelus, a company honored as one of BuiltIn's 2025 Best Places to Work and a Stevie® Award winner, is looking for a Technical Product Support Specialist. In this role, you will act as the essential operational bridge between our customers, support teams, and Product Engineering, ensuring the Voice of the Customer directly influences our product roadmap through data-driven insights.
What You'll Do
- Serve as the final escalation point for complex B2B product issues, investigating system behavior and performing root-cause analysis.
- Use data tools to query production environments, validate data integrity, and identify patterns of failure.
- Act as the primary liaison between customer-facing teams and Engineering, translating customer pain points into detailed technical documentation.
- Champion a 'documentation-first' approach to keep internal teams informed of system changes, known issues, and workarounds.
- Analyze support trends to identify recurring friction points and provide actionable evidence to the Product team.
What We're Looking For
- 2+ years of technical support or QA experience in a B2B SaaS environment.
- Strong understanding of the Software Development Lifecycle (SDLC).
- Experience with SQL for data investigation.
- Experience using Jira to track bugs and feature requests through to deployment.
- Ability to explain complex technical limitations in clear, simple language.
Nice to Have
- Familiarity with cloud data warehouses like Snowflake.
Technical Stack
- SQL
- Snowflake
- Jira
Team & Environment
You will act as the liaison between our customer-facing teams and Engineering.
Benefits & Compensation
- Compensation: $50K - $65K
- Professional development allowance.
- Flexibility for work-life balance and ample PTO, including paid time off for volunteering, birthdays, and becoming a new parent.
- For US Employees: 401K with company matching, financial planning resources, HSA/FSA/insurance options, Lifestyle Spending Account (LSA).
- For LATAM Employees: 100% health insurance premium coverage, flexible benefits platform (Propelus Flex Club), company-paid life insurance.
We are an equal opportunity employer and value diversity at Propelus. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
