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SalaryAbout the Role
We are currently looking for a Product Support Specialist to join our close-knit support team at Xtremepush. The support team strives to proactively and reactively solve problems our customers might be facing. The team also provides advice and guidance for implementing use cases that lead to tangible results.
As a Product Support Specialist, you will help customers navigate the various features of the Xtremepush platform. You will investigate reported issues and provide clear communication to the customer.
When you join the team, you will start your journey towards becoming an Xtremepush expert. You will use your knowledge to help our customers solve issues they are facing, and by advising best-practices. We are strongly solution-oriented, meaning we will take the extra time to thoroughly understand our customers’ needs and desired outcomes.
We are looking for someone who loves to help others and gets satisfaction from providing creative solutions to overcome obstacles. The successful candidate will have a keen technical interest and is looking for a supportive environment to learn more about cutting-edge marketing technologies across web, mobile, API usage, data segmentation, etc.
This role is required to work 09:00-18:00 United States Eastern time zone and be available for recurring on-call rotations (including weekends) or to work on bank holidays.
Key Responsibilities
Provide customer support for our multi-channel platform, primarily via email through support tickets
Become an expert on how to best utilise the Xtremepush platform
Use your technical skills to perform in-depth troubleshooting, across multiple technologies such as rest APIs, JavaScript, HTML, CSS, etc.
Monitor and handle urgent customer issues and escalate when necessary
Advise and guide customers in implementing their use cases
Partner with the account management, product development, and technical operations teams to help improve our customer experience
Provide platform training sessions when necessary
Help test new platform features and updates
Assist with identifying and writing missing user documentation
Some weekend cover might be necessary
Your Experience and Qualifications
- Working hours: Monday to Friday, 09:00–18:00 United States Eastern time zone (subject to change based on business requirements)
- Availability for recurring on-call rotations (including weekends) or to work on bank holidays
Educated to a degree level, preferably in a technical subject
Proficiency in English and Brazilian Portuguese required
2–3+ years’ experience in user support and/or customer success, preferably for a SaaS marketing, data, or multi-channel platform
Experience working with one or more of the following:
Marketing platforms
Email marketing campaigns
Web technologies
Rest APIs
Mobile development (iOS, Android)
Technical and/or instructional writing
Excellent and empathetic customer-facing communication skills
Passion for providing solutions and customer service
Experience with Zendesk, or similar support ticketing systems
Not afraid to embrace challenges in a supportive and encouraging environment
Logical problem solver
Can work on own initiative, ‘can do’ attitude
Time-management and prioritisation skills
Keen on learning new technologies
Location
Dublin, Ireland (this role can by hybrid or fully remote).
About us
Headquartered in Ireland with offices in the UK and US, Xtremepush is an Omnichannel Customer Engagement Platform powered by a built-in CDP. It enables high-velocity companies to build, grow, and retain strong customer relationships through personalised, relevant, and timely communication. With a true single customer view at its core, Xtremepush provides actionable customer intelligence that drives engagement, conversion, and revenue across all channels, while putting customer retention first.
At Xtremepush, we believe that diversity adds incredible value to our teams, our products, and our culture. We don’t just accept differences, we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. As an equal opportunity employer, we stay true to our mission by ensuring that our place can be anyone’s place regardless of race, religion, gender, sexual orientation, national origin, disability or age.
