Product Support Specialist
Description Job Title Product Support Specialist Location: Remote Department: Customer Success ________________________________________ About Arro Systems Arro Systems delivers secure, scalable SaaS solutions that support critical business operations. Our customers rely on our platform for reliability, performance, and expert support, and our Technical Support team plays a vital role in maintaining that trust. ________________________________________ Role Summary The Technical Support Specialist at ARRO Systems provides Tier 1 and Tier 2 technical support for our SaaS platform. This role is responsible for diagnosing and resolving customer issues, managing incidents and changes in ServiceNow, collaborating with Engineering through Azure DevOps, maintaining documentation, and supporting cloud-based environments hosted in Microsoft Azure. ________________________________________ Key Responsibilities:
- Serve as the primary point of contact for customer technical issues, providing Tier 1 and Tier 2 support.
- Triage, prioritize, and resolve incidents using ServiceNow in alignment with ITIL best practices.
- Ensure adherence to SLAs and support performance metrics.
- Troubleshoot application, configuration, integration, data, and performance issues.
- Escalate complex or unresolved issues to Engineering by providing clear documentation, logs, and reproduction steps.
- Collaborate cross-functionally with Engineering, Product, QA, and Customer Operations teams.
- Help troubleshoot SaaS applications running in Microsoft Azure by checking system status and reviewing logs to identify issues and support escalations.
- Participate in major incident response, root cause analysis, and post-incident reviews.
- Contribute to Problem Management and Change Management, including change requests and post-implementation reviews in ServiceNow.
- Create, update, and maintain technical documentation and knowledge base articles.
- Communicate clearly and professionally with customers regarding issue status, resolution, and expectations.
________________________________________ Required Qualifications:
- 1–4 years of experience in Technical Support, Helpdesk, or SaaS Application Support
- Experience with common service desk tools such as ServiceNow, Jira, and Confluence
- Experience supporting cloud-hosted SaaS applications, including reviewing application logs, validating deployments, and collaborating with engineering to investigate production issues (Azure experience a plus)
- Strong troubleshooting and analytical skills
- Basic understanding of how web-based applications communicate (HTTP/S, REST APIs, JSON)
- Excellent written and verbal communication skills
________________________________________ Preferred Qualifications:
- ITIL Foundation certification
- Basic SQL or data troubleshooting experience
- Experience supporting enterprise or B2B SaaS platforms
Summary
Summary: Arro Systems is seeking a Technical Support Specialist to provide Tier 1 and Tier 2 support for their SaaS platform. This remote role involves diagnosing and resolving customer issues, mana