Junior–Mid Product Support Specialist

Customer Support & Success

• Provide Tier 1–2 support via chat/email for a web platform

• Troubleshoot wallets, transactions, permissions, and accounts

• Investigate issues using admin tools, logs, and browser diagnostics

• Own customer issues end-to-end from report to resolution

• Maintain knowledge base, FAQs, and troubleshooting guides

Requirements Gathering & Customer Feedback

• Discover customer use cases, workflows, and technical requirements

• Translate customer needs into clear product/engineering inputs

• Identify recurring friction and propose UX or feature improvements

• Participate in customer calls to clarify requirements and edge cases

• Document feature requests and prioritize with product team

Pre-Sales Product Demonstrations

• Support sales with tailored product demos for prospects

• Configure demo environments and sample data

• Answer functional and basic technical questions

• Capture prospect requirements and integration considerations

Post-Sale Onboarding & Training

• Lead new customer onboarding sessions

• Train users on platform workflows and best practices

• Deliver live or recorded product training and walkthroughs

• Assist customers with initial configuration and setup

• Ensure successful adoption and early value realization

Web Application QA

• Execute smoke, regression, and functional testing for releases

• Validate workflows across browsers and wallets

• Document bugs with reproducible steps and evidence

• Support UAT and release verification

Core Experience

• 1–4 years in SaaS/web app customer support, solutions/product specialist, or QA

• Experience interacting directly with customers or prospects

• Understanding of payment fundamentals (wallets, transactions, gas, exchanges, DeFi basics)

• Ability to explain technical concepts to non-technical users

• Strong written and verbal communication

Customer-Facing Skills

Location: Remote

Type: Full-time

Industry: Web / SaaS