Product Support Specialist

About the RoleWe’re seeking experienced Product Support Specialist to provide email- and chat-based technical support for ecommerce merchants using Postscript. You’ll help troubleshoot issues, guide customers through features, and ensure every interaction reflects our “customer-first” value.The ideal candidate is a strong written communicator who can translate technical concepts into simple, actionable advice for non-technical users. This role reports into Postscript’s U.S. Customer Experience organization and collaborates closely with Product, Engineering, and Account teams.Key ResponsibilitiesDeliver empathetic, accurate, and timely support via email and live chat during required coverage hours (6 AM – 5 PM Pacific / 9 AM – 8 PM Eastern; specific shift TBD).Troubleshoot technical issues within the Postscript platform (integrations, message delivery, account setup) and document findings clearly in Zendesk.Translate technical explanations into simple, actionable guidance for non-technical customers.Proactively inform customers about new features and functionalities during relevant interactions — offering helpful suggestions that can grow their business.Escalate product bugs or complex cases with detailed reproduction steps and supporting context.Partner with Product and Engineering to surface trends, common issues, and customer feedback.Maintain up-to-date product knowledge and contribute to internal documentation and process improvements.Required Qualifications5+ years of experience in customer support within SaaS, ecommerce, or marketing-technology environments.Demonstrated ability to diagnose and resolve issues via email and chat with excellent written English.Familiarity with helpdesk tools such as Zendesk, Intercom, or JIRA.Comfort working with technical concepts (APIs, integrations, HTML/CSS basics, data validation) and explaining them simply.Strong organizational, documentation, and multitasking skills.Experience working remotely across distributed teams.Availability to work a full-time shift covering part of 6 AM – 5 PM PT / 9 AM – 8 PM ET.Preferred:Experience with Shopify or similar e-commerce platforms.Familiarity with SMS delivery systems, Twilio, or carrier-related troubleshooting.Exposure to API requests or debugging.Experience supporting enterprise or high-volume merchants.Primary tools: Zendesk, Intercom, JIRA, Google Workspace, Slack