Product Support Specialist

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Product Support Specialist based in the United States. This is a senior-level product support role focused on resolving complex, high-priority customer issues and protecting relationships with premier accounts.You’ll serve as the primary owner for escalated cases, guiding customers through resolution while coordinating closely with internal teams.The role combines customer advocacy, technical product expertise, escalation management, and team mentorship.You’ll work across web and API products, identify recurring issues, and help prevent problems from reaching critical escalation levels.AI will be an integral part of your workflow, supporting research, analysis, quality improvement, and operational efficiency while you retain ownership of every customer-facing decision.The environment is remote-first, collaborative, and globally distributed, with a strong emphasis on autonomy, judgment, and thoughtful communication.The position includes a weekend day in the regular schedule, with Monday–Friday training during the first eight weeks.