Product Support Specialist

Location: Hybrid, with in-person collaboration at the South Jordan, Utah office two days per week on Tuesdays and Thursdays

Company

hirify.global develops visual collaboration products including Lucidchart, Lucidspark, and airfocus for teams and organizations worldwide.

What you will do

• Develop product expertise and resolve user issues with support and product colleagues.
• Investigate and troubleshoot technical problems, manage issue workflows, escalate bugs, and identify customer needs.
• Collaborate with Engineering, Product Management, and other teams on user-impacting issues.
• Monitor operational and user metrics to improve products and support offerings.
• Manage product communities, build user relationships, and ensure questions and feedback receive timely, high-quality answers.
• Create and improve Help Center and customer education content using feedback, analytics, product requirements, and UX principles.

Requirements

• Two years of practical work experience and/or a bachelor's degree with strong academic performance.
• Ability to work independently and cross-functionally across multiple initiatives while taking ownership and responsibility.
• Ability to translate complex technical ideas into clear, easy-to-understand content.
• Strong written and verbal communication, analytical, problem-solving, organizational, and teamwork skills.
• Technical aptitude and the ability to investigate and troubleshoot user issues in a fast-paced environment.
• Ability to work in a hybrid arrangement with in-person collaboration at the South Jordan office two days per week.

Nice to have

• Experience optimizing systems and driving improvements.
• Basic project management, teaching, or mentoring experience.
• Understanding of user experience principles.
• Experience working with AI agents or curating LLMs.

Culture & Benefits

• Hybrid work combining remote work with office collaboration.
• Work with Engineering, Product Management, and other cross-functional teams.
• Opportunity to influence products and support experiences used by millions of people.
• Focus on innovation, ownership, teamwork, and inclusive collaboration.