Product Support Specialist

What You Will Do:

Provide Expert Assistance: serve at the primary point of contact for customers seeking help.
Problem Solve: Diagnose, replicate, and resolve product issues working closely with our engineering team.
Educate our Customers: Work closely with our customers and our education teams, highlighting gaps and helping to upskill customers to better use Pigment.
Develop Processes: You will work closely with cross-functional partners to establish process and seek out efficiencies.
Be the Voice of the Customer: Work closely with our Product team to ensure our roadmap is closely aligned with our customer needs.
Provide Outstanding Service: Customer Service is at the heart of our operation, you’ll provide a great customer experience when dealing with cases, and contribute to a multi-award winning support team, recognised for its best in industry customer service.
Proactively Monitor Customer Health: Work with our engineering and customer success teams to manage customer workspaces, and fix problems before they are noticed.
Continuously Learn and Develop Yourself: As we innovate and evolve our products, we’re equally committed to supporting your growth. We offer a variety of structured training opportunities and development pathways, both within the Support function and across other areas of the organization, allowing you to shape your career.

Who You Are:

• Proven ability to take a proactive, hands-on approach to solving problems, with a strong curiosity and eagerness to learn new skills and technologies.

• Strong written and verbal communication skills, with experience collaborating effectively with both technical and non-technical stakeholders.

• Track record of delivering accurate, detail-oriented work while following structured processes and maintaining a high standard of quality.

• Experience quickly learning and adopting new software, tools, and technologies.

• Ability to proactively identify, communicate, and escalate issues, blockers, and risks to keep work moving forward.

• Experience working independently, taking ownership of outcomes, and building trust through empathy and accountability.

• Proven ability to manage high-volume, repeatable work while maintaining accuracy, consistency, and quality.

• Sound judgment to determine when to follow established processes, when to recommend improvements, and when to escalate exceptions.

• Strong organizational and prioritization skills, with a history of delivering high-quality work on time.

• Track record of delivering exceptional customer service and building trusted relationships with internal and external stakeholders.

• Experience collaborating effectively in a fast-paced, global environment as part of a distributed team.

• Experience partnering with cross-functional teams, managing internal requests, and balancing competing priorities while maintaining a customer-first mindset.

• 2+ years of experience in one or more of the following areas:

  • Application Support

  • Technical Support in a SaaS environment

  • Support Operations

  • Product Operations

  • Customer Operations

  • Financial Planning & Analysis (FP&A) or Financial Modeling