Product Support Specialist - customer support
Strider
Product, Customer Service
Brazil · Mexico · Colombia · Argentina · El Salvador · Peru · Dominican Republic · Paraguay · Puerto Rico · Ecuador · Chile · Costa Rica · Guatemala · Bolivia · Venezuela · Nicaragua · Panama · Honduras · Uruguay · Cuba · Remote
Posted on Jan 6, 2026
Requirements
Must-haves
- 3+ years of customer support experience
- Experience with customer-facing communication across support channels
- Experience with basic technical concepts related to product usage and configurations
- Ability to follow defined processes and maintain accurate documentation
- Ability to manage time effectively and meet response and resolution deadlines
- Strong analytical and problem-solving skills
- Proficiency with Microsoft Office Suite or similar productivity tools
- Strong communication skills in both spoken and written English
Nice-to-haves
- Startup experience
- Bachelor’s Degree in Computer Engineering, Computer Science, or equivalent
What you will work on
- Act as the first point of contact for customer questions and support requests
- Resolve common how-to, configuration, and product usage inquiries
- Triage incoming tickets and collect all required technical and contextual details
- Follow documented troubleshooting guides and support playbooks
- Document issues clearly, including steps taken and final outcomes
- Escalate complex or unresolved cases to Tier 2 with complete and accurate context