About the Role
As a Product Support Specialist at Obsidion, you'll be the frontline champion for our customers — helping them get the most out of the platform, solving complex issues, and feeding insights back to the product team. At Obsidion, we move fast and build products that directly impact how small businesses grow. This role sits at the heart of that mission — you'll have real ownership, real responsibility, and real impact from day one.
What You'll Do
- Respond to customer inquiries via email, chat, and phone with speed and empathy.
- Troubleshoot product issues and escalate bugs to Engineering when appropriate.
- Create and maintain help center articles, FAQs, and support documentation.
- Identify patterns in support tickets and surface trends to Product.
- Collaborate with Customer Success on at-risk accounts and escalations.
- Contribute to internal knowledge base and support processes.
What We're Looking For
- 2+ years of experience in a technical support or customer support role.
- Strong written communication skills with an empathetic, professional tone.
- Ability to understand and explain technical concepts to non-technical users.
- Comfort working in a fast-paced remote environment.
- Detail-oriented and highly organized.
Nice to Have
- Experience with support platforms such as Intercom, Zendesk, or Help Scout.
- Basic familiarity with APIs, webhooks, or SaaS integrations.