Product Support Technical Specialist

Who you are

You have a strong background in product support, with experience in managing service requests and coordinating between teams. Your organizational skills are top-notch, allowing you to handle multiple tickets efficiently while ensuring adherence to Service Level Agreements (SLAs). You possess analytical skills that enable you to triage issues effectively, ensuring that the right resources are allocated to resolve customer concerns. You are familiar with Governance, Risk, and Compliance (GRC) solutions, understanding the importance of these systems in helping organizations manage risks. You thrive in a collaborative environment, working closely with engineering and product support teams to deliver exceptional service to customers. You are proactive in identifying potential issues and implementing solutions to improve the support process. You are committed to continuous learning and staying updated on industry trends and best practices.

What you'll do

As a Product Support Technical Specialist, you will be the central coordinator for the Product Support Service Request ticket lifecycle. You will manage tickets submitted via JIRA, ensuring that they are triaged and routed to the appropriate teams for resolution. Your role will involve collaborating with engineering and DevOps teams to address bugs and issues that cannot be resolved through standard troubleshooting. You will hold teams accountable to SLAs, ensuring that customer issues are addressed promptly and effectively. You will also analyze support trends and provide feedback to improve the product and support processes. Your ability to communicate clearly and effectively will be essential in this role, as you will need to convey technical information to both technical and non-technical stakeholders. You will contribute to the overall success of the product support team by fostering a culture of accountability and continuous improvement.

What we offer

LogicGate offers a dynamic work environment where you can grow your skills and make a meaningful impact. We value our employees and are committed to providing a supportive and empowering workplace. You will have the opportunity to work with a talented team dedicated to delivering high-quality GRC solutions. We encourage you to apply even if your experience doesn't match every requirement, as we believe in the potential of our team members to grow and succeed.