Product Support Engineer I

Description

Job Summary: 

Gravitate is looking for a Product Support Engineer I to join our remote Support team. This is a frontline product-support role for someone who can manage a high volume of incoming SaaS support tickets while delivering strong technical troubleshooting, clear customer communication, disciplined triage and escalation, and continuous improvement of our knowledge base and AI-enabled ticket deflection. This is not a basic helpdesk or call-center role. We are looking for someone who can balance speed, accuracy, customer empathy, technical curiosity, documentation discipline, and a continuous-improvement mindset in a fast-moving support environment.

The ideal candidate is comfortable working independently in a remote setting, owns customer issues front intake through resolution or escalation, identifies recurring support patterns, and actively contributes to better self-service resources, internal documentation, and support automation.

The Non-Negotiables: 

• 3+ years of experience in SaaS, software, product support, technical support, or a similar customer-facing support role.
• Experience managing a high volume of support tickets in a queue-based environment.
• Strong troubleshooting skills with the ability to investigate, document, and resolve customer issues.
• Excellent written communication skills, especially in customer-facing ticket responses.
• Strong judgment around prioritization, escalation, urgency, and customer impact.
• Experience using ticketing systems, knowledge-base tools, CRM systems, or support platforms.
• Ability to create and maintain clear documentation, support notes, and reusable knowledge content.
• Comfortable working remotely with strong self-management, accountability, and follow-through.
• Curious, resourceful, and willing to learn new products, systems, workflows, and tools.
• Positive, collaborative approach with a strong desire to help customers and teammates succeed.

Requirements / How You Work

• Able to manage multiple concurrent customer issues while balancing speed, accuracy, and customer empathy.
• Comfortable working within SLA, severity, escalation, and customer-impact guidelines.
• Able to provide clear reproduction steps, business impact, screenshots, logs, and supporting details when escalating issues.
• Able to recognize recurring ticket patterns and translate them into knowledge-base improvements, reusable responses, product feedback, or ticket-deflection opportunities.
• Comfortable communicating with customers during urgent, ambiguous, or high-friction situations while remaining calm, professional, and solution-oriented.
• Demonstrates sound judgment when handling customer data, screenshots, logs, account information, and confidential details.
• Comfortable staying current on product releases, known issues, customer workflows, and support best practices.
• Able to maintain strong Central Time overlap, reliable availability during core support hours, and comfort collaborating through video calls, screen sharing, and distributed team communication.

Attributes

• Curious, resourceful, and willing to learn new products, systems, workflows, and tools.
• Positive, collaborative approach with a strong desire to help customers and teammates succeed.

Nice to Have:

• Experience supporting a B2B SaaS product.
• Familiarity with SQL, APIs, logs, integrations, data flows, or technical troubleshooting tools.
• Experience contributing to customer-facing help centers, internal knowledge bases, macros, or support playbooks.
• Experience using AI tools in a support environment for drafting, summarization, documentation, routing, or ticket deflection.
• Experience working with Product, Engineering, Customer Success, or Implementation teams.
• Ability to identify recurring support themes and recommend scalable improvements.
• Experience in a remote-first or distributed team environment.

What Success Looks Like in the First 90 Days

Within the first 90 days, the Product Support Engineer I should be able to independently manage a high-volume support queue with appropriate prioritization, clear customer communication, accurate ticket notes, and timely follow-through. They should demonstrate sound escalation judgment, contribute updates to internal or customer-facing knowledge-base content, identify recurring ticket patterns, and use approved AI tools responsibly to improve support efficiency, documentation quality, and ticket deflection.

Physical Requirements:  

• Ability to sit and work at a desk for extended periods
• Participate in video calls and screen sharing as needed throughout the workday

About the Gravitate Team: 

To understand who our people are, you should first understand what they’re not: replaceable. Each member of the team is chosen carefully and with intention. We believe that finding the right fit is more important than a laundry list of credentials – and that we are people first, and titles second. 

Because we hire the Gravitate way, our team is certainly one of a kind. We’ve brought together incredible talent that regularly collaborates to create clean, fresh solutions. That effort has led to remarkable opportunities, including work with many Fortune 100 clients. We’ve found that the winning combination of exciting achievements, trust in one another and open communication lays the groundwork for long-lasting, successful careers. That, and the fact that we clap for each other at every opportunity.

Problem solvers, go-getters and charge-takers -  we (really) want to hear from you.