We are looking for a structured, analytical, and client-focused individual to join our global support team as a Technical Product Support Specialist (Remote – SaaS/Cloud). In this fully remote role, you will primarily support clients in North America, while contributing to 24/7 global service continuity through a coordinated Follow the Sun (FTS) support model. 
As one of the first hires in your region, you will play a pivotal role in establishing and scaling our technical support operations. This position focuses on triaging and resolving product-related issues, collaborating with internal teams, and ensuring smooth client experiences across our SaaS and on-prem environments. 
 
 Your key accountabilities are: 
Technical Product Support 

• Serve as a first-line technical contact, addressing software issues, configuration questions, and functional inquiries for SaaS and on-premise clients.
• Triage incoming technical tickets, resolve known issues, and escalate complex cases to engineering or product teams with clear context.
• Analyze logs, system behavior, and product usage using tools such as Datadog or similar observability platforms.
• Collaborate across departments to drive timely resolution of client-reported incidents and support requests.

Global Incident Handling 

• Participate in a rotating on-call schedule for urgent support needs during weekends or outside of local business hours.
• Ensure seamless handover and coordination with APAC and EMEA teams as part of the Follow the Sun support model.
• Support response efforts for high-priority or platform-wide incidents, maintaining clear internal communication and documentation.

Additional Scope 

• Contribute to the improvement of troubleshooting documentation, support playbooks, and operational processes.
• Collaborate on enhancements to monitoring, alerting, and response workflows across our support environment.