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CYPHER Learning · 19 hours ago

Junior Product Support Engineer - U.S. Remote

United States

Full-time

Remote

Entry Level

5+ years exp

CYPHER Learning is leading the necessary disruption of learning platforms to unleash human potential with modern learning experiences. As a Junior Product Support Engineer, you will serve as the first point of contact for customers experiencing technical issues, troubleshooting and resolving product questions while ensuring a positive customer experience.

E-CommerceE-LearningEducationInformation TechnologyInternetInternet of ThingsSaaSSoftwareUniversities

Comp. & Benefits

Responsibilities

Serve as a first point of contact for customers, providing timely and effective technical support via email and chat

Diagnose and resolve common product and configuration issues, ensuring a positive and consistent customer experience

Escalate complex or unresolved issues to senior engineers with clear documentation and context to support efficient resolution

Accurately document, track, and follow up on support cases, maintaining ownership through to resolution

Collaborate with Engineering, Product, and Customer teams to resolve issues, surface recurring themes, and improve product quality

Create and maintain knowledge base content, including FAQs and troubleshooting guides, to enable customer self-service

Support pre-release testing of new features, helping identify issues early and improve product readiness

All other duties as assigned

Qualification

Technical support experienceSaaS applications knowledgeWeb technologies knowledgeSoftware troubleshootingCommunication skillsProblem-solving skillsAttention to detailLearning management systems exposureTicketing tools experienceCustomer-focused mindsetOrganizational skills

Required

Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience required

5+ years of experience in a technical or product support role, preferably supporting SaaS applications in a fast-paced environment required

Working knowledge of web technologies, networking fundamentals, and software troubleshooting, with the ability to diagnose and resolve common technical issues

Clear, confident verbal and written communication skills, with the ability to explain technical concepts to non-technical users and collaborate effectively with cross-functional stakeholders

Demonstrated problem-solving capability under pressure, including the composure to investigate issues, adapt as priorities shift, and drive effective resolution during critical situations

Strong attention to detail and organizational skills, enabling effective prioritization and management of multiple support requests

Customer-focused mindset, positive attitude, and a willingness to continuously learn and expand technical skills