Product Support Specialist

About the role

We are looking for a senior Product Support Specialist to deliver timely, professional technical assistance for our SaaS wholesale management platform. You will work directly with global brands and retailers, helping them resolve platform, data, and integration issues across multiple support channels.

Key responsibilities

• Provide technical support via email, chat, phone, and ticketing systems.
• Troubleshoot platform functionality, data discrepancies, system errors, and integration problems.
• Investigate complex cases by analyzing logs, application data, and system behavior to determine root causes.
• Write and execute SQL queries to validate data and support issue resolution.
• Analyze API requests and responses to diagnose integration issues and advise customers.
• Prioritize and manage multiple support tickets while maintaining clear communication with customers and internal teams.

Required profile

• 3+ years of SaaS customer service or call‑center experience.
• 3+ years of technical support experience.
• Strong written and verbal communication skills.
• Ability to multitask, prioritize, and work independently.

Required skills

• SQL query writing and data analysis.
• API request/response analysis.
• Experience with ticketing systems and CRM platforms.
• Database management and data interpretation.
• Technical troubleshooting of SaaS applications.

What we offer

• Full‑time independent contractor engagement.
• Opportunity to work with leading luxury and retail brands.
• Collaborative, globally distributed team environment.