Senior Product Support Engineer

The Senior Product Support Engineer is responsible for customer ticket triage, issue troubleshooting, escalation coordination, and operational support process management within Zendesk and related support platforms.

This role serves as a critical operational bridge between customers, Support, Customer Success, Product, Engineering, and Services teams to ensure customer issues are prioritized, resolved efficiently, and communicated effectively. The Senior Product Support Engineer will help drive operational consistency, improve service delivery workflows, and identify recurring product and process issues.

The ideal candidate is highly organized, customer-focused, technically curious, and thrives in fast-paced SaaS environments where problem solving, operational ownership, and cross-functional coordination are critical to success.

Key Responsibilities

Customer Support Triage & Issue Resolution

• Daily triage, prioritization, and coordination of customer support tickets within Zendesk

• Troubleshoot customer-reported issues and coordinate timely resolution across internal teams

• Ensure tickets are properly categorized, routed, prioritized, and resolved within established SLA expectations

• Monitor ticket queues, backlog, and aging tickets to ensure timely follow-up and resolution

• Communicate clearly and professionally with customers regarding issue status, timelines, and resolution progress

• Escalate complex product defects, integration issues, or service-impacting incidents to Product and Engineering teams as needed

• Identify recurring support issues and recommend operational or product improvements

Incident Management & Escalation Coordination

• Facilitate cross-functional communication during active customer-impacting issues

• Participate in root cause analysis and post-incident review activities

• Help improve incident response workflows, escalation procedures, and communication processes

• Maintain visibility into customer-impacting bugs, outages, and operational risks

Zendesk & Support Operations Management

• Identify opportunities to improve support efficiency, operational scalability, and customer experience

• Assist with development and maintenance of support documentation, workflows, and standard operating procedures

• Support implementation and optimization of support tools, integrations, and operational processes

Knowledge Base & Documentation Management

• Create and maintain internal troubleshooting documentation

• Contribute to customer-facing knowledge base content and self-service resources

• Identify documentation gaps based on recurring customer issues and support trends

Product & Cross-Functional Collaboration

• Act as a liaison between Support, Customer Success, Services, Product, and Engineering teams

• Help translate customer pain points and operational challenges into actionable recommendations

• Partner with Product and Engineering teams to prioritize customer-impacting issues

Qualifications

• 3 - 5+ years of experience in SaaS customer support, support operations, technical support, or service delivery

• Hands-on experience managing support operations and ticket workflows within Zendesk or similar support platforms

• Strong troubleshooting and problem-solving skills with the ability to diagnose and coordinate resolution of customer and operational issues

• Experience triaging and prioritizing high-volume support requests in fast-paced environments

• Excellent organizational, communication, and cross-functional collaboration skills

• Familiarity with SaaS platforms, APIs, integrations, SSO, or technical troubleshooting

• Experience working closely with Product and Engineering teams in agile environments