Product Support Specialist

About the Role

As a Product Support Specialist at Pigment, you will play a critical role in delivering an exceptional customer experience by serving as a trusted technical advisor and advocate.

You'll partner closely with customers to troubleshoot complex product issues, provide expert guidance, and empower them to get the most value from the platform. Working cross-functionally with Engineering, Product, Customer Success, and Education, you'll help shape product improvements, optimize support processes, and proactively drive customer success.

This role is ideal for someone who thrives in a fast-paced SaaS environment, enjoys solving technical challenges, and is passionate about building lasting customer relationships while continuously learning and growing.

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

What We Offer

Competitive compensation package (Highly competitive base salary, equity package, and comprehensive benefits).

We encourage you to take the time you need. When you work hard, we know you also need to rest, which is why we offer generous time off and parental leave policies.

High-end equipment to do your work in the best conditions.

How We Work

Thrive Together: We can only win as a team. We are all founders and do the right thing for our peers, Pigment customers, partners, and the planet.

Never Settle: We aim to become the best at what we do by delivering with rigor and ambition every day. Delivering means building a passionate Pigment community.

Go for it: We are biased toward action. Every action leads to learning, and these learnings get us one step closer to our mission.

Be real, be humble: We are generous with our feedback, open to changing our views, and approach conversations with empathy, knowing everyone is trying to do the best for Pigment.

Champion our Customers: We lead with empathy, solve what matters, and deliver clarity in a complex world to make our customers heroes in their organizations.