Product Support Specialist (SaaS)

TL;DR

Product Support Specialist (SaaS): Providing technical assistance and product guidance to higher education customers with an accent on troubleshooting integrations and enhancing user experience. Focus on resolving complex software issues, managing technical onboarding, and bridging the gap between customers and the engineering team.

Location: Must be based in Latin America

Salary: $54,000 – $61,000 a year

Company

A SaaS platform that helps over 4,000 teams across 950+ higher education institutions drive engagement throughout the student lifecycle.

What you will do

• Manage inbound support via HubSpot, troubleshooting product issues and hosting live Zoom walkthroughs for customers.
• Act as a trusted product expert, guiding users through technical workflows, features, and integrations.
• Investigate and resolve software, data, and integration issues involving CSV, SFTP, and APIs.
• Support technical onboarding for higher-ed systems including Slate, Salesforce, Blackbaud NXT, and Ellucian.
• Collaborate with Product and Engineering teams to report bugs, elevate feature requests, and influence UX improvements.
• Develop and maintain technical documentation, support guides, and release notes to empower customer self-service.

Requirements

• Strong customer-centric mindset with the ability to build trust and advocate for user needs.
• Technical curiosity and comfort navigating complex software platforms and data workflows.
• Analytical problem-solving skills to investigate and identify root causes of technical issues.
• Excellent communication skills to translate technical concepts into approachable language.
• Strong organizational skills to manage multiple tickets and priorities simultaneously.
• Must be based in Latin America.

Culture & Benefits

• Comprehensive medical, dental, and vision coverage.
• 401K plan with company matching (100% of first 3% and 50% of next 2%).
• Flexible PTO and competitive leave policies.
• 13 paid holidays, including a dedicated week off between Christmas and New Year's Eve.
• Collaborative work environment focused on diversity, inclusion, and making a real difference in education.