Holocene logo
Holocene

Empowering global supply chains with transparency and efficiency at every step.

Product Support Specialist – SEA Region

Customer SupportCustomer SupportFull TimeRemoteSeniorTeam 11-50H1B SponsorCompany SiteLinkedIn

Location

United States

Posted

28 days ago

Salary

Not specified

Seniority

Senior

English

Job Description

• Respond to inquiries via chat and email in clear, professional English • Resolve common issues (login, permissions, configuration, product usage) • Follow troubleshooting playbooks and internal workflows • Accurately categorise, prioritise, and document tickets • Use macros/templates consistently • Identify and escalate issues to L2 when required • Partner with Q&A to validate reproducibility and impact • Submit high-quality bug reports (clear summary, reproduction steps, logs, business impact)

Job Requirements

  • Strong written English (chat/email support experience)
  • SaaS or web-based platform support experience
  • Intercom and Slack familiarity
  • Experience creating support documentation
  • Understanding of SLAs and global support models
  • Exposure to enterprise customer environments
  • Supply chain knowledge preferred

Benefits

  • Flexible work arrangements

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