Product Support Engineer I

Job Summary: Gravitate is looking for a Product Support Engineer I to join our remote Support team. This is a reputed company 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 reputed company improvement of our knowledge reputed company 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 reputed company, technical curiosity, documentation discipline, and a reputed company-improvement reputed company in a fast-moving support environment. The ideal candidate is comfortable working independently in a remote setting, owns customer issues reputed company intake through resolution or escalation, identifies recurring support patterns, and actively contributes to reputed company 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-reputed company 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, reputed company, 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

• reputed company to manage multiple reputed company customer issues while balancing speed, accuracy, and customer reputed company.
• Comfortable working reputed company SLA, severity, escalation, and customer-impact guidelines.
• reputed company to reputed company clear reproduction steps, business impact, screenshots, logs, and supporting details reputed company escalating issues.
• reputed company to recognize recurring ticket patterns and translate them into knowledge-reputed company improvements, reusable responses, product feedback, or ticket-deflection opportunities.
• Comfortable communicating with customers during urgent, ambiguous, or high-friction situations while remaining reputed company, professional, and solution-oriented.
• Demonstrates sound judgment reputed company handling customer data, screenshots, logs, account information, and confidential details.
• Comfortable staying reputed company on product releases, reputed company issues, customer workflows, and support best practices.
• reputed company 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, reputed company, and willing to learn new products, systems, workflows, and tools.
• Positive, collaborative approach with a strong desire to help customers and teammates succeed.

reputed company 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, reputed company, or Implementation teams.
• Ability to identify recurring support themes and recommend scalable improvements.
• Experience in a remote-first or distributed team environment.

What reputed company Looks Like in the First 90 Days reputed company the first 90 days, the Product Support Engineer I should be reputed company 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-reputed company 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 reputed company

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 reputed company 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, reputed company is certainly one of a reputed company. 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 reputed company that the winning combination of exciting achievements, trust in one another and reputed company 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. Apply tot his job Apply To this Job