Product Support Specialist

What this role is

Our clients run their businesses on software we build for them. When something doesn't work the way they expect — or when they're not sure how to do something — they reach out. You're the person who responds.

This isn't a script-and-ticket operation. The clients are real businesses with real questions, and the answers sometimes require you to dig into a workflow, reproduce a problem, or coordinate with the development team. Good judgment matters more than a playbook.

What you'll be doing

• Responding to client questions across their active projects — over email, and occasionally by phone or video
• Triaging incoming issues: diagnosing what's actually happening, gathering the right context, and routing anything that needs engineering attention
• Documenting recurring issues and user questions to inform product improvements
• Building and maintaining client-facing support documentation for the products you support
• Staying current on the products you support — you'll be expected to actually use them

What we're looking for

You communicate clearly in writing. Not performatively — just clearly. You can take a vague client message ("it's not working"), figure out what they mean, and either resolve it or get it to the right person without making the client feel like a burden.

Some technical literacy is helpful. You don't need to read code, but you should be comfortable with software products at a level deeper than a casual user.

Qualifications

• 1–3 years of experience in customer support, client services, or a similar role
• Strong written communication skills with a focus on clarity and tone
• Ability to diagnose issues from incomplete or ambiguous information
• Comfortable working with software products and learning new systems quickly
• Organized and responsive — able to manage multiple conversations without dropping context
• Experience triaging issues and coordinating with technical teams
• High attention to detail when documenting issues and workflows

Nice to Have

• Experience supporting SaaS products or internal business tools
• Familiarity with ticketing systems or support platforms (e.g., Zendesk, Intercom)
• Basic understanding of APIs, integrations, or how web applications work
• Experience writing help docs, FAQs, or knowledge base content
• Exposure to product feedback loops or working closely with engineering teams

What it looks like day to day

You'll work closely with both the client and the development team. On a given day that might mean walking a client through a workflow in the morning and writing up a bug report for engineering in the afternoon. The role has room to grow — toward client success, product management, or both — depending on where your strengths take you.

How to apply

Send your resume to careers@glacode.com with a brief intro and a few sentences about a support interaction you're proud of — a problem you solved, a difficult client you helped, or a process you improved. We'll take it from there.