Product support specialist

DISHER is currently partnering with a global supply chain solutions organization on their Product Support Specialist opportunity. In this role, you will serve as the bridge between customers, Product, and Engineering to deliver exceptional support for their new software product launching in early 2027. You'll be responsible for resolving user issues, documenting support patterns, and helping build the repeatable processes and knowledge base needed for a scalable support model. This person will work closely with Product, Customers, and Customer Care to troubleshoot issues, route escalations appropriately, and turn user feedback into documentation to inform product and process improvements.

What it's like to work here:

This organization empowers high-performance teams to solve complex global challenges through creativity, partnership, and technology. Employees enjoy a supportive, collaborative environment where initiative and growth are celebrated. The team values proactive, adaptable team members who can work independently while also being responsive and communicative collaborators. You'll have the opportunity to build something new from the ground floor, establishing processes and setting the foundation for a scalable support operation as the product launches.

What you will get to do:

• Differentiating between, analyzing, and troubleshooting user training issues, configuration problems, data quality issues, product defects, and enhancement requests to ensure issues are routed and/or addressed appropriately.
• Classifying support issues by severity and business impact; escalating confirmed defects and performance issues to Engineering or Product.
• Reproducing reported issues in a test environment and documenting findings to accelerate investigations and resolution.
• Keeping customers informed throughout issue resolution by providing timely updates, setting expectations, and confirming successful resolution.
• Creating and refining the support knowledge base to empower users to resolve issues via self-service.
• Collaborating with Product to improve the platform based on user feedback, ensuring long-term product reliability.
• Helping define and refine support processes, ticket taxonomy, and SLAs as processes are established post-launch.
• Tracking support trends, response quality, resolution drivers, and recurring issue patterns to inform process improvements.
• Supporting onboarding for new enterprise accounts alongside Customer Support.

What will make you successful:

• At least 2 years in a customer-facing support, customer success, or account support role, ideally for a B2B SaaS product.
• Experience using CRM/ticketing platforms (i.e. Freshdesk, HubSpot, Salesforce, etc.).
• Comfortable interpreting dashboards, reports, and operational data to investigate customer questions and validate expected application behavior.
• Experience supporting enterprise customers.
• Excellent written and verbal communication with the ability to explain technical concepts to non-technical users.
• Strong instinct for asking the right follow-up questions to get to the heart of an issue before looping in other teams.
• Thrives in a fast-paced environment, evolving product environment where processes are still being established.
• Ability to work independently and be self-directed.
• Bachelors degree in Business or related field.

Preferred Qualifications:

• Familiarity with service logistics, supply chain, or field service operations.
• Basic SQL or data analysis skills.
• Experience building or maintaining a knowledge base/self-serve support content.
• Prior experience supporting a data or analytics product.