Product Technical Specialist

About the role: As a Product Technical Specialist, you will be the trusted technical expert for our customers, ensuring they have a seamless and reliable experience with our SaaS platform. This role is for a natural problem-solver who thrives on diving deep into complex technical issues. You will be the backbone of our support operations, diagnosing and resolving intricate problems related to our AWS-hosted environment, networking configurations, and integrated phone systems. You are energized by a fast-paced environment and are passionate about providing world-class support through phone, email, and chat, ready to tackle any challenge that comes your way, including participation in a rotating on-call schedule to provide critical support. Role & Responsibilities: - Provide high-quality, real-time technical support to customers via phone, email, and chat, managing multiple issues simultaneously. - Lead technical troubleshooting sessions with customer IT teams, diagnosing and resolving complex issues related to networking (VPNs, firewalls, whitelisting), cloud infrastructure (AWS), and integrated phone systems. - Utilize Zendesk to manage, prioritize, and document customer support tickets from initial contact through to resolution. - Analyze application and server logs to identify bugs, performance bottlenecks, and the root cause of failures. - Collaborate directly with Engineering teams to escalate and resolve deep technical issues, acting as the customer advocate. - Participate in a rotating on-call schedule to provide after-hours and weekend support for critical, service-impacting incidents. - Develop and maintain internal and customer-facing support documentation, including knowledge base articles and troubleshooting guides. - Proactively identify opportunities for product improvements and process enhancements to reduce support ticket volume and improve the customer experience. - Mentor junior team members on best practices for ticket handling and technical diagnosis. Qualifications: - Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. - 4+ years of experience in a technical support role for an Enterprise SaaS product. Technical Proficiency: - Strong hands-on experience with Zendesk for ticketing and customer support. - Deep understanding of networking concepts, including TCP/IP, DNS, VPNs, firewalls, and protocols like SFTP and HTTPS. - Proven experience working with cloud environments, specifically Amazon Web Services (AWS) (e.g., EC2, S3, VPC). - Familiarity with troubleshooting VoIP/telephony systems and understanding common issues. Core Skills: - Exceptional critical thinking and problem-solving abilities with a passion for tackling complex technical challenges. - Excellent written and verbal communication skills, with the ability to clearly explain technical concepts to both technical and non-technical audiences. - Demonstrated ability to work independently, manage high-priority tasks, and perform effectively under pressure. - Experience with log analysis tools (e.g., Kibana, CloudWatch) and network traffic analysis tools (e.g., Fiddler, Wireshark). - Ability to remain organized and detail-oriented while managing a high volume of support interactions. - Must be willing and able to participate in a rotating on-call schedule. Why join us? - Be part of a dynamic, high-growth tech company with an exciting future. - Work in a collaborative and supportive environment that values innovation and employee experience. - Competitive compensation and benefits, including healthcare, 401(k), and professional development opportunities. - An opportunity to make a direct impact in shaping peoples direct access to financial services by enabling community financial institutions to efficiently communicate with their membership base. About Eltropy (www.eltropy.com) Eltropy is on a mission to disrupt the way people access financial ser