Technical Product Support Specialist

Zignal Labs

100

Remote, United States

Posted on: 2023-09-11

Category: sustainability

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Expired

Employment type:

Full time

Remote?

Yes

Experience required:

Intermediate

Salary

Salary not provided

About the company:

Zignal Labs’ real-time intelligence technology helps the world’s largest organizations protect their people, places, and position. Zignal’s AI-powered platform analyzes billions of data points in real time, accelerating mission critical decision making by empowering leaders with contextual situational awareness of the information environment.

About Zignal Labs

Zignal Labs’ real-time intelligence technology helps the world’s largest organizations protect their people, places, and position. Analyzing billions of data points in real time, Zignal's AI-powered platform accelerates mission-critical decision making by empowering leaders with contextual situational awareness of the information environment.

Fully remote, with Silicon Valley roots and team members in over 20 states, Zignal serves customers around the world. Learn more at zignallabs.com.

As a member of the respected Zignal Labs Product Support team, you will specialize in response & resolution of customer’s technical issues on the Zignal Labs platform. In addition to triage support, you will also serve as the primary liaison between our customers, Customer Success Managers & our product and engineering teams.

Why join Zignal Labs?

- Competitive salary based on the work you do

- Flexible time off – work with your manager to take the time you need

- Excellent medical, dental, and vision coverage

- Paid parental leave plan

- Professional development and growth programs

- A tight knit, collaborative, and transparent environment to help you succeed

Zignal Labs is proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.

Applicants must be authorized to work in the United States for any employer. No sponsorship is available for this position.

In this role, you will have the opportunity to:

Develop and deliver scalable, repeatable & predictable support processes

Deliver technical support and product guidance to Zignal Labs' users, both internal and external, including first and second level triage and resolution during the western region business hours M-F 9am-6pm and occasionally beyond as needed for escalations

Liaise and manage communications between internal and external customers and internal users with the Product and Engineering teams on bug identification, tracking and resolution, as well as feature and enhancement requests

Work closely with Support and Training leadership team, develop strategy and execution path for support and training documentation

Create internal and external product support documentation, including updates to the customer-facing Zignal Knowledge Base to instill product knowledge on existing and new features for all customers

Map customer journeys in a documented form and contribute to presentation materials

Enable the Customer Value leadership to enforce program structure to drive customer product adoption to increase customer usage

Achieve positive outcomes and feedback from internal and external customers

In order to be successful in this you will need:

2+ years of prior experience in a customer-facing product/technical support role of a SaaS product

Experience with ticketing & support software such as JIRA, Zendesk, Freshdesk, or other customer support tools

Outstanding time management skills with proven ability to complete tasks and assignments on time -- with a positive ‘can do’ attitude

Strong sense of duty and pride in resolving customers’ technical issues, showing sincere caring and empathy

Exceptional written & verbal communication skills, and flawless conflict resolution & crisis management skills

Problem-solving skills to perform root cause analysis and identify solutions, document solutions, and develop techniques to mitigate those issues from reoccurring

Ability to thrive in a fast-paced and dynamic environment, working with many cross-functional stakeholders

Plusses:

Natural language processing techniques: parts of speech tagging, shallow parsing, constituency, and dependency parsing, named entity recognition, emotion and sentiment analysis

Advanced machine learning algorithms and statistics: regression, simulation, scenario analysis, modeling, clustering, decision trees, neural networks, etc.

Computer vision techniques

Graph analytics, large-scale graph algorithms

Bonus Points:

Experience with media monitoring and analysis for communications, security, & risk management use cases

Salesforce, Excel experience

Familiarity with social media data/analytics

Understanding of Boolean operators

Familiarity with API query language

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