Who We Are
Electric empowers small and medium-sized businesses with everything they need to take control of their IT and security environment.
Our best-in-class software provides SMBs with the insights and tools to make IT easy (even if you’re not an IT expert)! From mobile device management to employee onboarding and offboarding, SMBs can manage their IT with transparency and confidence in the Electric IT Hub.
Our employees are our most valuable asset. We have a people-first culture that prioritizes inclusion, support, growth, and development. You're not just an employee here; you're an important part of our community and our mission to make IT easy and reliable for SMBs.
If you want to bring your skills to a highly collaborative team, are passionate about pairing the creative with the analytical, have a flair for testing and experimentation, embody grit, determination, and curiosity, and want to be part of bringing Electric to SMBs across the US, read on.
Overview
Electric is looking for a technically sharp Product Support Specialist who thrives on investigating and solving software problems. This isn't a script-following role — you'll be working directly with customers to diagnose issues across SaaS and desktop environments, digging into logs and error states to find root causes, and communicating clearly with both technical and non-technical audiences.
You'll be the first line of investigation on incoming support tickets, handling triage, troubleshooting, and resolution for a wide range of product issues. When something needs to go deeper, you'll know when and how to escalate, and you'll document what you find along the way to make the whole team smarter.
What You'll Do
Investigate, triage, and resolve customer-reported issues across Electric's SaaS platform and desktop applications, using logs, error states, and internal tooling to determine root cause.
Handle a high volume of concurrent cases with disciplined follow-up, ensuring nothing falls through the cracks.
Reproduce and document product bugs with enough technical detail that Engineering can act on them without additional back-and-forth.
Evaluate browser console logs, network requests, and application errors to isolate whether issues are configuration, environment, or product-related.
Escalate complex or unresolvable issues to Senior Specialists or Engineering with clear context, reproduction steps, and impact summary.
Complete technical tasks submitted by Customer Success Managers on behalf of their customers — configuration changes, data validation, account updates.
Contribute to internal and external knowledge base articles, capturing solutions to recurring issues so customers and teammates can self-serve.
Identify and surface patterns in customer issues to Support leadership as actionable feedback for Product and Engineering.
Work across teams — CS, Product, Engineering — to close the loop on customer issues efficiently.
Who You Are
2+ years of experience in technical support or customer support for a SaaS or software product — you've spent real time in a ticket queue diagnosing and resolving software issues.
Comfortable evaluating browser console logs, HTTP errors, and application error messages — you don't need someone to tell you where to look.
Experienced working within a ticketing system (Jira Service Management preferred) and managing a multi-case workload without losing track of open threads.
Strong written communicator — you can explain what's wrong, why it's wrong, and what's next in plain language, whether you're talking to a customer or writing a bug report for Engineering.
Detail-oriented and methodical — you test before you close, and you document what you did.
Able to work independently using documentation, internal tooling, and error output to resolve most issues before escalating.
Highly organized with strong time management — you know how to prioritize when everything feels urgent.
Nice to Haves
Experience supporting MDM platforms, endpoint security tools, VPN, or password manager solutions.
Familiarity with IT environments — device management, user provisioning, or identity/access tools.
Experience using observability or logging tools (e.g., Datadog, Sentry, Splunk) to investigate issues.
Electric is a fast-growing IT management platform for SMBs. You'll be joining a support team that punches above its weight — we move quickly, we document obsessively, and we hold a high bar for technical quality. If you're someone who finds debugging satisfying and takes pride in a well-written ticket, this is the role for you.
Read about working at Electric here and meet our leadership team!
We offer a range of benefits that include:
Flexible and generous PTO
Mental Wellness Days
Volunteer Days
Medical, Vision, Dental, and Orthadontia Coverage
401k
ESOP (Employee Stock Option Program)
Kindbody Membership for Family Planning
Pre-taxed Commuter Benefits
Generous Parental Leave
Paid medical, family, and military leave
Short and Long Term Disability
Employee Assistance Programs
Life Insurance funded by Electric
Training and career growth
Awesome team building events!
Where?
We are headquartered in NYC, and have remote locations across 22 states. Our largest markets outside of the Tri-State area are California and Colorado. We embrace a hybrid culture and offer opportunities throughout the year for folks to get together in regional markets or at HQ. With a widely distributed team, we are used to working remotely across different time zones.
See below to see if you are eligible to work within the 22 states we hire in: Arizona, California, Colorado, Connecticut, Florida, Georgia, Maine, Maryland, Massachusetts, Michigan, Minnesota, New Jersey, New York, North Carolina, Oregon, Rhode Island, South Carolina, Tennessee, Texas, Virginia, Utah, and Wisconsin.
Standard Working Hours: 9:00AM -6:00PM
We are an equal opportunity employer.
We are proud to foster a workplace free from discrimination. We strongly believe that diversity of experience, perspectives, and background will lead to a better environment for our employees and a better product for our users.
We are committed to creating a diverse and inclusive work environment. Electric does not discriminate against candidates or employees because of their sex, race, gender identity, disability, age, sexual orientation, religion, national origin, veteran status or any other protected status under the law.
Accommodations
Electric is committed to providing access, equal opportunities, and reasonable accommodations for individuals with disabilities. To request a reasonable accommodation as part of the recruitment process, please contact: [email protected].
Skills Required
- 2+ years of technical support or customer support for a SaaS or software product
- Experience working within a ticketing system
- Comfortable evaluating browser console logs, HTTP errors, and application error messages
- Strong written communication skills for both customers and Engineering
- Detail-oriented and methodical with thorough documentation practices
- Ability to work independently using documentation, internal tooling, and error output to resolve issues
- Highly organized with strong time management and ability to manage multiple cases
- Experience with Jira Service Management
- Experience supporting MDM platforms, endpoint security tools, VPN, or password manager solutions
- Familiarity with IT environments: device management, user provisioning, identity/access tools
- Experience using observability or logging tools (Datadog, Sentry, Splunk)
Electric Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Electric and has not been reviewed or approved by Electric.
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Healthcare Strength — Coverage includes medical, dental, vision, mental-wellness days, and life insurance, with some listings also noting disability coverage and EAP. This breadth indicates robust core health protection.
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Parental & Family Support — Paid parental leave and fertility/family-planning support via Kindbody are explicitly offered. These provisions strengthen family planning and caregiving support.
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Leave & Time Off Breadth — Flexible PTO is paired with paid sick days, holidays, volunteer days, and designated wellness time. This range enables varied forms of rest and community engagement.
Electric Insights
What We Do
IT is the undercurrent of the business world. It’s how companies onboard employees, support collaboration, protect security and serve customers. Businesses run better when company devices, networks, and applications work like a dream. But most IT services were built for a different time, when hybrid and remote work weren’t the norm — and security risks weren’t quite as high as they are today. Very few companies have the tools they need to get ahead of this trend. Many traditional managed service providers (MSPs) aren’t prepared to adapt to our new world of hybrid work, either. Electric is reinventing how businesses manage their IT. Providing real-time IT support to over 50,000 users and centralized IT management to over 900 customers, Electric offers companies a 50% reduction in IT spend and standardized security across devices, apps, and networks, whether you're on-site or remote.
Why Work With Us
Electric is a software company. We’re also a team, a community, and a social impact organization. We are proud to foster a workplace free from discrimination. We strongly believe that hiring with diversity of experience, perspectives, and background in mind will help us build the workforce that we want to see in the world.
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