Job Description

Overview

As a Product Support Specialist at My-Take, you will be a key partner to our professional services team and clients, ensuring the successful adoption and ongoing use of our insights and community platform. You’ll be the go-to expert for technical support, documentation, onboarding, training, quality assurance, and cross-team communication.

What you’ll do

Technical support

• Own, triage, and prioritize inbound support requests for our platform.
• Reproduce and troubleshoot issues; develop clear response and resolution plans.
• Communicate updates and timelines to clients and internal stakeholders.

Documentation

• Create and maintain clear, user-friendly documentation, including knowledge base articles, FAQs, and short training videos.
• Keep content current with product changes and releases.

Onboarding

• Assist with the launch of new client communities, including configuration, user setup, permissions, and basic integrations.
• Coordinate timelines and ensure a smooth handoff to ongoing support.

Training

• Develop and deliver technical training for clients and new employees.
• Create training assets such as decks, guides, and recorded sessions.

Quality assurance

• Test and validate new features and bug fixes.
• Capture precise repro steps, file actionable tickets, prioritize issues, and confirm fixes with developers.
• Translate client needs and feature requests into clear engineering tickets.
• Help triage and prioritize the backlog; contribute to release notes and status updates.

Requirements

- Bachelor’s degree (Computer Science, Information Systems, or related field preferred).

- 2-5 years of technical support experience, ideally with a web-based SaaS product.

- Strong client-facing experience and customer empathy.

- Excellent written and verbal communication; ability to explain complex concepts simply.

- Proven ability to manage time-sensitive and challenging customer situations.

- Familiarity with web technologies and debugging (HTML, CSS, JavaScript a plus); exposure to APIs, SQL, or browser dev tools is beneficial.

- Experience with ticketing and documentation tools (e.g., Jira, Zendesk, Confluence) and collaboration platforms.

- Strong problem-solving, prioritization, and organizational skills; you thrive as the “go-to” resource.

- Detail-oriented with a passion for technology, AI, innovation, and continuous learning.

Nice to have

- Experience with market research.

- Creating video-based training content.

- Scripting/automation or light programming experience.

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