Job Details

KAYGEN is an emerging leader in providing top talent for technology-based staffing services. We specialize in providing high-volume contingent staffing, direct hire staffing and project-based solutions to companies worldwide ranging from startups to Fortune 500 and Managed Service Providers (MSP) across a wide variety of industries.

Role: Senior Customer Product Support Specialist

Experience: 5+ Years

Location: Remote / Hybrid

Role Overview: We are seeking a high-performing Senior Customer Product Support Specialist to act as the primary technical point of contact for our enterprise clients. You will be responsible for resolving complex product issues, mentoring junior staff, and collaborating with Engineering teams to improve product stability.

Key Responsibilities:

• Expert Troubleshooting: Diagnose and resolve complex technical issues involving software bugs, API integrations, and system configurations.
• Strategic Communication: Act as a bridge between customers and the Product team, translating technical jargon into actionable business insights.
• Mentorship: Lead a team of junior support associates, providing guidance on ticket resolution and soft skills.
• Documentation: Create and maintain internal Knowledge Base (KB) articles and customer-facing FAQs to reduce ticket volume.
• SLA Management: Ensure all high-priority (P0/P1) incidents are handled within strict Service Level Agreements.

Qualifications:

• Education: Bachelor's degree in CS, IT, or a related field.
• Hard Skills: Proficiency in SQL, Zendesk/Salesforce, and basic debugging (HTML/CSS/Javascript).
• Soft Skills: Exceptional emotional intelligence and the ability to de-escalate high-pressure situations.

At KAYGEN, we are always looking for dynamic, talented and experienced individuals. We invite you to join our team of talented IT professionals, consulting at client locations across the globe. Our culture is team-orientated; we strive to stand by our core values of respect, honesty and integrity. Our team of experienced staffing experts will work with you to find you the best opportunity. For more information, please visit us at www.kaygen.com.

Benefits:

• Free Healthcare Insurance
• Vision and Dental Insurance
• 401(k) Retirement Plan
• Free Life Insurance
• Sick Time Off

Achieve your Kaizen by clicking here. A unique and exclusive talent community supported by Kaygen, that includes programs like:

• Certifications

• Mentorship Program
• Referrals
• Family and Wellness benefits
• Continuous Growth and Career Development