Product Support Specialist

Job Description

A large security services client of Insight Global is seeking three support specialists to assist with a large pilot initiative, involving hundreds of internal participants. The pilot will support new platform capabilities integrated into the client's ecosystem, including hardware, software, and mobile apps. The ideal candidate will have previous experience working on large scale pilots, serving as the primary point of contact for all participants. They will respond to questions, issues, defects, enhancement requests, and feedback in a timely urgent manner, with the ability to handle multiple tickets at once within Jira. As the primary point of contact for pilots, they will troubleshoot product, setup, installation, and user experience issues accordingly, and escalate to product, engineering, operations, and customer cares for issue resolution when needed.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

3+ years of experience with pilot programs, beta programs, field trials, or product launches providing user and customer support, escalations, feedback, and insights

Experience supporting mobile applications that interact with hardware

Tracking and management defects in Jira/confluence

Working with cross functional teams to ensure all issues are taken care of in a timely manner across engineering, product, operations, and customer care