Technical Product Specialist

• Become a Puzzle Expert: Develop deep expertise in every aspect of the Puzzle platform - features, workflows, edge case - so you can provide authoritative guidance, uncover root causes quickly, and anticipate customer needs.
• Provide Technical Customer Support: Offer guidance directly to customers and customer success managers on troubleshooting steps and best practices.
• Lead Technical Issue Triage: Identify, document, and prioritize technical issues from customers and internal teams—distinguishing between “nice-to-have” and “customer-blocking.”
• Write Clear, Actionable Bug Reports: Create detailed, reproducible bug reports and gather logs or screenshots that help engineers resolve problems quickly.
• Test Pre-Release Features: Test new features before release to catch issues early and keep our platform stable.
• Drive Issue Resolution: Serve as the bridge between Customer Success and Engineering, ensuring smooth communication and quick resolution of high-priority incidents.
• Continuously Improve Processes: Suggest and refine internal workflows to make issue tracking, escalation, and resolution more efficient.

Requirements

• 2+ years of experience in a technical support, product specialist, QA, or related role in a SaaS or software environment.
• Strong problem-solving skills and an activated curiosity to dig into root causes.
• Motivated by nebulous problems, excited to work in a fast-paced startup environment; comfortable with ambiguity.
• Ability to translate technical details into clear, concise documentation.
• Comfortable analyzing logs, investigating performance issues, or using tools like Zendesk, Intercom, Linear, Datadog, and Retool (or eager to learn).
• Excellent communication skills and a collaborative mindset; you enjoy working with engineers, product managers, and customer-facing teams.
• Familiarity with Accounting Principles is a plus but not required.

🔍 ATS Optimization Keywords
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Hard Skills

• technical support
• product specialist
• QA
• bug reporting
• issue triage
• feature testing
• process improvement
• problem-solving
• log analysis
• performance investigation

Soft Skills

• communication
• collaboration
• curiosity
• adaptability
• motivation
• clear documentation
• customer focus
• analytical thinking
• teamwork
• initiative