Product Support Specialist, US EST

Product Support Specialists are responsible for assisting SheerID’s customers by answering product inquiries, troubleshooting technical issues, and facilitating change requests related to SheerID’s products and customer programs. They contribute to public-facing documentation and guides in SheerID’s knowledge base and play a key role in identifying customer needs to advocate for product improvements.

This position requires a focused, detail-oriented individual who is equally comfortable resolving technical issues and providing an excellent customer experience. This position interacts with SheerID’s customers and partners via multiple communication channels and must be able to work effectively in a high-volume, fast-paced environment while maintaining a professional demeanor rooted in empathy, active listening, and critical thinking.

Role Specific Job Duties:

• Triage incoming issues and requests, either taking ownership of or delegating the issue as appropriate in a timely manner
• Provide technical product support to SheerID’s clients and their customers that is accurate, timely, and clearly communicated
• Interact with customers directly via Zendesk ticketing system, email, video calls, and other modes as needed
• Meet defined SLOs for ticket response and resolution times, as well as other core metric targets
• Ensure complete resolution of issues directly or via available escalation paths
• Engage cross-functionally with groups such as Professional Services, Product Management, and Engineering to advocate for customer needs and product improvements
• Develop public-facing content for SheerID’s knowledge base
• Be available for rotating on-call duties via PagerDuty outside of regular business hours and able to take decisive action on incoming after-hours issues independently
• Develop and maintain internal documentation for troubleshooting, tools, and processes
• Maintain in-depth working knowledge of SheerID’s products and offerings
• Maintain in-depth working knowledge of internal systems, tools, and processes
• Proactively identify areas of improvement for both the customer experience and internal efficiency
• Special projects and other duties as assigned

Required Skills / Experience:

• Bachelor’s degree from an accredited university (or equivalent work experience)
• 1-2 years of customer-facing technical support experience (preferably B2B; preferably for SaaS products and/or in a startup environment)
• 1-2 years of technical writing experience (preferably public-facing documentation or technical guides)
• Experience using Zendesk or equivalent ticketing system
• Adept within MacOS and Google Workspace environments
• Excellent oral and written communication skills
• Strong ability to bridge communication between technical and non-technical customers and stakeholders
• Reliable attendance with evening, weekend, and holiday availability

SheerID is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We celebrate diversity and are committed to creating an inclusive environment for all candidates and employees. SheerID believes that diversity and inclusion is critical to our success as a company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.

Please be aware that any communication related to this job posting will only come from email addresses ending in @sheerid.com. We strongly advise against engaging with any outreach from other sources, as they may be fraudulent.

To ensure your safety, please note that we will never:

• Provide screening questions via email
• Extend a job offer without a formal interview process
• Request any personal information (such as Social Security numbers, banking details, etc.) through email or messaging platforms

If you receive any unsolicited requests or suspect fraudulent activity, please report it immediately. Your safety and privacy are of the utmost importance to us. Thank you for your attention and caution.