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 services. Eltropy enables financial institutions to digitally engage in a secure and compliant way. Using our world-class digital communications platform, community financial institutions can improve operations, engagement and productivity. CFIs (Community Banks and Credit Unions) use Eltropy to communicate with consumers via Text, Video, Secure Chat, co-browsing, screen sharing and chatbot technology — all integrated in a single platform bolstered by AI, skill-based routing and other contact center capabilities.

Eltropy Values:

• Customers are our North Star
• No Fear - Tell the truth
• Team of Owners

Eltropy is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.