Technical Product Support Specialist

📋 Description

• • Propelus Inc. is seeking a highly skilled and analytical Technical Product Support Specialist to act as a critical bridge between our valued customers, dedicated support teams, and our innovative Product Engineering department. This is a strategic, high-level operational role designed for a technical problem-solver who thrives on delving deep into a B2B SaaS platform to uncover the root causes of complex issues. You will be instrumental in ensuring the seamless functioning and continuous improvement of our workforce compliance management software, which empowers millions of healthcare professionals, their employers, and regulators.
• • As the ultimate escalation point for our suite of sophisticated software products, your primary mission will be to conduct thorough root-cause analysis and generate data-driven insights. This crucial work will enable us to move recurring bugs out of the support pipeline and into permanent engineering fixes, thereby enhancing product stability and customer satisfaction. This position is ideal for an individual who possesses a strong understanding of the software development lifecycle (SDLC) and is passionate about ensuring that the Voice of the Customer directly influences our product roadmap and development priorities.
• • Your responsibilities will extend beyond simply reporting bugs; you will be expected to investigate them at the database level, perform in-depth root-cause analysis, and provide Engineering with the precise technical depth required to implement lasting solutions. You will be a key player in maintaining Propelus's reputation as a trusted leader in simplifying complex operations, reducing risk, and championing a safer, healthier, and happier healthcare workforce.
• • **Key Responsibilities:**
• • **Advanced Technical Triage:** Serve as the final escalation point for intricate B2B product issues. You will meticulously investigate system behavior, perform comprehensive root-cause analysis, and pinpoint the exact points of failure within our software processes.
• • **Product Data Investigation:** Leverage advanced data tools to query production environments, rigorously validate data integrity, and identify patterns of failure across our diverse portfolio of software solutions. This involves deep dives into database structures and query optimization.
• • **SDLC Coordination:** Act as the primary liaison between customer-facing teams (Support, Customer Success) and the Product Engineering department. You will translate complex customer pain points and technical challenges into detailed, actionable technical documentation suitable for development sprints and backlog prioritization.
• • **Knowledge Management & Documentation:** Champion a proactive "documentation-first" approach. You will be responsible for creating and maintaining comprehensive internal documentation, including system changes, known issues, technical workarounds, and best practices, ensuring all internal teams are well-informed and equipped.
• • **Product Insights & Feedback Loop:** Analyze support trends, ticket data, and customer feedback to identify recurring friction points and areas for improvement. You will provide the Product Management team with actionable, data-backed evidence to inform strategic decisions and prioritize future product enhancements and roadmap development.
• • **Cross-functional Collaboration:** Work closely with Support, Engineering, and Product teams to ensure a cohesive understanding of product issues and resolutions. Facilitate effective communication to drive timely and accurate solutions.
• • **Technical Documentation for Engineering:** Prepare detailed technical specifications, bug reports, and analysis summaries for the engineering team, ensuring they have all necessary information to efficiently resolve complex technical challenges.
• • **Proactive Issue Identification:** Utilize monitoring tools and data analysis to identify potential issues before they significantly impact customers, enabling proactive intervention and mitigation.
• • **Customer Advocacy:** While not directly customer-facing for initial support, you will represent the technical voice of the customer to internal teams, ensuring their challenges are understood and addressed at the engineering level.
• • **Continuous Learning:** Stay abreast of the latest trends in B2B SaaS technology, database management, and cloud infrastructure relevant to Propelus's product offerings.