Technical Product OPS & Support Specialis - PostEx

This job is with PostEx.

Job Overview

• We are looking for a motivated and technically skilled Product Operations & Support Specialist with
• 3-4 years of experience to join our team. This hybrid role blends product operations, technical support, and customer-facing tasks.
• You will be responsible for maintaining the smooth operation of our products, troubleshooting technical issues, and ensuring that customers receive excellent support.
• You will also collaborate with internal teams to optimize product performance and contribute to process improvements.

Key Responsibilities

Provide technical support to customers, addressing product-related issues and ensuring a positive experience.

Troubleshoot technical issues and offer timely resolutions, collaborating with product and engineering teams when necessary.

Assist in managing product lifecycle processes, including updates, releases, and deployments.

Support the creation and maintenance of product documentation, guides, FAQs, and other resources to help customers self-serve.

Act as a liaison between customers, product, and engineering teams to ensure that issues are addressed and features are prioritized.

Monitor product performance, identify any technical issues, and work proactively to mitigate any operational disruptions.

Track and analyze customer feedback and support trends to help identify opportunities for product improvements or operational efficiencies.

Help implement and maintain internal product management systems and tools.

Provide training or assistance to internal teams or customers about new features, products, and updates.

Assist in managing product operations tasks, such as monitoring data flows, resolving integration issues, and ensuring systems are functioning as expected.

Contribute to the refinement of support processes and technical workflows to improve overall customer and product experience.

Qualifications

3-4 years of experience in product operations, technical support, or customer-facing technical roles.

Bachelors degree in Computer Sciences, Software Engineering or similar.

Strong understanding of technical concepts such as software, APIs, data integrations, and troubleshooting.

Excellent written and verbal communication skills.

Experience using support or operations tools (e.g., Jira, Zendesk, or similar systems).

Ability to understand and explain complex technical issues in simple, customer-friendly language.

Ability to work collaboratively with cross-functional teams, including product, engineering, and customer success.

Strong attention to detail, with a focus on accuracy and delivering high-quality results.

Problem-solving mindset with the ability to handle multiple tasks and prioritize effectively.

Basic familiarity with product management processes and Agile methodologies is a plus.

Desired Skills

Experience with Logistics, Fintech, SaaS, APIs, or other software products.

Proactive approach to identifying issues and working to resolve them before they impact customers.

Experience in product documentation and customer support knowledge base creation.