Senior Product Support Specialist

Who We Are Electric empowers small and medium-sized businesses with everything they need to take control of their IT and security environment. Our best-in-class software provides SMBs with the insights and tools to make IT easy (even if you’re not an IT expert)! From mobile device management to employee onboarding and offboarding, SMBs can manage their IT with transparency and confidence in the Electric IT Hub. Our employees are our most valuable asset. We have a people-first culture that prioritizes inclusion, support, growth, and development. You're not just an employee here; you're an important part of our community and our mission to make IT easy and reliable for SMBs. If you want to bring your skills to a highly collaborative team, are passionate about pairing the creative with the analytical, have a flair for testing and experimentation, embody grit, determination, and curiosity, and want to be part of bringing Electric to SMBs across the US, read on. Overview Electric is looking for a technically sharp Product Support Specialist who thrives on investigating and solving software problems. This isn't a script-following role — you'll be working directly with customers to diagnose issues across SaaS and desktop environments, digging into logs and error states to find root causes, and communicating clearly with both technical and non-technical audiences. You'll be the first line of investigation on incoming support tickets, handling triage, troubleshooting, and resolution for a wide range of product issues. When something needs to go deeper, you'll know when and how to escalate, and you'll document what you find along the way to make the whole team smarter. What You'll Do - Investigate, triage, and resolve customer-reported issues across Electric's SaaS platform and desktop applications, using logs, error states, and internal tooling to determine root cause. - Handle a high volume of concurrent cases with disciplined follow-up, ensuring nothing falls through the cracks. - Reproduce and document product bugs with enough technical detail that Engineering can act on them without additional back-and-forth. - Evaluate browser console logs, network requests, and application errors to isolate whether issues are configuration, environment, or product-related. - Escalate complex or unresolvable issues to Senior Specialists or Engineering with clear context, reproduction steps, and impact summary. - Complete technical tasks submitted by Customer Success Managers on behalf of their customers — configuration changes, data validation, account updates. - Contribute to internal and external knowledge base articles, capturing solutions to recurring issues so customers and teammates can self-serve. - Identify and surface patterns in customer issues to Support leadership as actionable feedback for Product and Engineering. - Work across teams — CS, Product, Engineering — to close the loop on customer issues efficiently. Who You Are - 2+ years of experience in technical support or customer support for a SaaS or software product — you've spent real time in a ticket queue diagnosing and resolving software issues. - Comfortable evaluating browser console logs, HTTP errors, and application error messages — you don't need someone to tell you where to look. - Experienced working within a ticketing system (Jira Service Management preferred) and managing a multi-case workload without losing track of open threads. - Strong written communicator — you can explain what's wrong, why it's wrong, and what's next in plain language, whether you're talking to a customer or writing a bug report for Engineering. - Detail-oriented and methodical — you test before you close, and you document what you did. - Able to work independently using documentation, internal tooling, and error output to resolve most issues before escalating. - Highly organized with strong time management — you know how to prioritize when everything feels urgent. Nice to Haves - Experience suppo