As a Technical Product Specialist, you'll become the technical bridge between our customers and development teams. Working with our technical support function, you'll develop deep product knowledge to help customers deploy and troubleshoot our products across diverse environments (cloud, on-premise, CI/CD pipelines).
You'll gain valuable insights into our growing customer base and use that knowledge to inform best practices and influence future product roadmaps. If you enjoy diving into complex technical issues and collaborating with cross-functional teams to deliver an outstanding customer experience, this role is for you!
Requirements
About You
* You're a tech-savvy problem solver who thrives on helping customers deploy and optimize software in various environments
* You have a foundation in technical support, ideally with cloud solutions exposure and a grasp of DevSecOps principles
* You communicate complex ideas clearly, both to technical and non-technical stakeholders
* You collaborate seamlessly with developers, product managers, customer success, and sales teams
* You're empathetic, customer-focused, and motivated by continuous improvement
Additional Attributes
* Customer-centric mindset: You go the extra mile to ensure customers feel supported and empowered
* Growth mindset & resourcefulness: You constantly seek to learn new technologies and refine your skills
* Analytical problem-solving: You methodically investigate customer issues, replicate bugs, and diagnose problems
Essential Skills
* Technical support & troubleshooting: Proven experience diagnosing and resolving complex software issues
* Cloud solutions proficiency: Hands-on familiarity with major cloud platforms (AWS, Azure, GCP) and cloud deployment best practices
* DevSecOps understanding: Working knowledge of CI/CD pipelines, automation, and security best practices
* Customer service & communication: Excellent verbal and written communication skills for diverse audiences
* Collaboration & teamwork: Experience partnering with development, product, and customer-facing teams
* Product knowledge development: Ability to quickly learn new products/technologies and adapt them to customer contexts
Desirable Skills
* Experience with DevOps tools: Jenkins, Docker, Kubernetes, and related technologies
* Training & client enablement: Ability to deliver product training and enablement sessions
* Networking & infrastructure management: Understanding of TCP/IP, DNS, load balancing, firewalls, and cloud/on-premise infrastructure
* Systems performance & security management: Experience monitoring server health, troubleshooting networking issues, and system hardening practices
Key Responsibilities
* Hands-on deployment support: Assist customers in setting up our products in cloud, on-premise, and CI/CD pipeline environments
* Customer enablement: Provide training and guidance to optimize product usage, enhance satisfaction, and reduce churn
* Technical expertise: Develop a deep understanding of product features, delivering insights to meet customer requirements
* Cross-functional collaboration: Work with software developers to understand product capabilities and share real-world usage insights
* Bug investigation: Reproduce and diagnose reported issues to identify root causes and work with development on fixes
* Product feedback loop: Collaborate with technical product managers to prioritize feature development, always championing the customer perspective
Benefits
Based on individual skills and contributions, we believe in compensating people fairly, above normal market levels. In addition to a generous base salary, we offer share options and a comprehensive benefits package. Discover more details here: https://portswigger.net/careers/reward #J-18808-Ljbffr