Product Technical Support Specialist at Keen Decision Systems

📍 Job Overview

Job Title: Product Technical Support Specialist
Company: Keen Decision Systems
Location: Cary, North Carolina, United States
Job Type: Full-time
Category: Technical Support Specialist
Date Posted: 2025-06-25
Experience Level: Mid-level (2-5 years)
Remote Status: Remote (United States)

🚀 Role Summary

Serve as the bridge between Client Services and Product Development, ensuring user support needs are addressed and resolved efficiently.
Manage support tickets, provide feedback to engineers, and maintain user education resources to enhance product usage and reduce recurring issues.
Contribute to a conscious work culture that prioritizes work-life balance, with a four-day workweek and remote work options.

📝 Enhancement Note: This role combines technical support, project management, and user education aspects, requiring strong problem-solving, communication, and organizational skills.

💻 Primary Responsibilities

Ticket Management: Own the triage of support tickets, manage ticket transfers, and ensure timely resolution according to internal and external SLAs.
Process Design & Documentation: Design, document, and maintain the ticket escalation process, and update or add Confluence documentation to clarify product functionality.
Engineer Collaboration: Provide feedback to engineers in JIRA tickets, recreate user steps, and document additional context to facilitate issue resolution.
Quality Assurance: Test ticket resolutions in the development environment, approve moves to the next environment, or provide feedback for corrective actions.
User Education & Feature Analysis: Utilize Pendo to analyze application usage, identify opportunities for user education or feature enhancements, and create Idea tickets for feature requests.
Basic Product Owner Responsibilities: Learn and contribute to user story writing, scrum rituals design, and user feedback analysis to support future career growth opportunities.

🎓 Skills & Qualifications

Education: Bachelor's degree in Business, Computer Science, Information Technology, or equivalent experience/certifications.

Experience: 2+ years in user support roles for software development organizations.

Required Skills:

Proficiency in JIRA, Confluence, Pendo, Slack, GitHub, AWS ecosystem, Postgres SQL Database, Figma, and Google Suite.
Strong problem-solving skills and ability to communicate ideas in both technical and user-friendly language.
Excellent organizational skills, attention to detail, and ability to work under time constraints.
Empathy for users and a strong desire to offer a UX that you are proud of.
Ability to work in a rapidly expanding and fast-paced environment in an early-stage tech company.

Preferred Skills:

Familiarity with Bayesian modeling and marketing analytics.
Experience with user support ticketing systems and workflow management.
Basic understanding of product owner responsibilities and Agile methodologies.

📊 Web Portfolio & Project Requirements

Support Ticket Examples: Prepare examples of support tickets you've managed, highlighting your problem-solving approach, communication with engineers, and resolution process.
User Education Resources: Showcase any user guides, FAQs, or tutorials you've created to educate users and improve product adoption.
Feature Analysis & Enhancement Requests: Demonstrate your ability to analyze user behavior data, identify feature enhancement opportunities, and create compelling feature requests.

💵 Compensation & Benefits

Salary Range: $65,000 - $85,000 per year (based on regional market research for mid-level technical support roles in the United States)

Benefits:

Competitive compensation package.
Three-day weekend (Monday-Thursday workweek).
Fully remote work from anywhere within the United States.
Periodic travel within the United States for in-person collaboration.

Working Hours: 32 hours per week, with flexible scheduling to accommodate a four-day workweek.

📝 Enhancement Note: The salary range is an estimate based on regional market research for mid-level technical support roles in the United States. Actual compensation may vary based on experience, skills, and other factors.

🎯 Team & Company Context

🏢 Company Culture

Industry: Marketing technology and analytics.

Company Size: Medium (50-250 employees), growing rapidly.

Founded: 2014.

Team Structure:

The Product Technical Support Specialist will work closely with Client Services, Product Development, and Engineering teams.
The role reports directly to the Director of Client Services.

Development Methodology: Agile, with a focus on continuous improvement and user-centric design.

Company Website: Keen Decision Systems

📝 Enhancement Note: Keen Decision Systems prioritizes a conscious culture that values work-life balance, with a four-day workweek and remote work options. This fosters a more productive and engaged workforce.

📈 Career & Growth Analysis

Role Level: Mid-level technical support specialist, with opportunities for growth into product ownership and management roles.

Reporting Structure: Reports directly to the Director of Client Services, with close collaboration with Product Development and Engineering teams.

Technical Impact: The Product Technical Support Specialist plays a crucial role in ensuring user satisfaction, driving product improvements, and enhancing overall user experience.

Growth Opportunities:

Product Owner: Develop skills in user story writing, scrum rituals design, and user feedback analysis to transition into a product owner role.
Team Leadership: Demonstrate strong leadership skills and consider moving into a team management role within the Client Services or Product Development teams.

📝 Enhancement Note: Keen Decision Systems' commitment to a conscious culture and work-life balance creates an environment that supports professional growth and development.

🌐 Work Environment

Office Type: Fully remote, with occasional in-person collaboration and travel.

Office Location(s): Cary, North Carolina (headquarters), with remote team members across the United States.

Workspace Context:

Remote Work: Enjoy a flexible work environment with a focus on results and productivity.
Collaboration: Engage with cross-functional teams, including Client Services, Product Development, and Engineering, to drive user support and product improvements.
Communication: Utilize various communication tools, such as Slack, to collaborate with team members and maintain open lines of communication.

Work Schedule: Four-day workweek (Monday-Thursday), with flexible scheduling to accommodate individual needs and preferences.

📝 Enhancement Note: Keen Decision Systems' commitment to a conscious culture and work-life balance creates a flexible and supportive work environment that prioritizes employee well-being and productivity.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief conversation to assess communication skills, problem-solving abilities, and cultural fit.
Technical Assessment: A hands-on exercise demonstrating your ability to manage support tickets, provide feedback to engineers, and analyze user behavior data.
Final Interview: A conversation with the hiring manager and other team members to discuss your fit for the role and the company culture.

Portfolio Review Tips:

Support Ticket Examples: Prepare examples of support tickets you've managed, highlighting your problem-solving approach, communication with engineers, and resolution process.
User Education Resources: Showcase any user guides, FAQs, or tutorials you've created to educate users and improve product adoption.
Feature Analysis & Enhancement Requests: Demonstrate your ability to analyze user behavior data, identify feature enhancement opportunities, and create compelling feature requests.

Technical Challenge Preparation:

Ticket Management: Familiarize yourself with ticket management best practices, and be prepared to discuss your approach to prioritizing and resolving support tickets.
User Education: Brush up on your user education strategies and be ready to discuss how you've helped users adopt new features or improve their overall experience with a product.
Feature Analysis: Review user behavior data analysis techniques and be prepared to discuss your approach to identifying feature enhancement opportunities.

ATS Keywords: (See the comprehensive list below)

📝 Enhancement Note: Keen Decision Systems values strong problem-solving skills, clear communication, and a user-centric mindset. Highlight these qualities in your application and interview preparation.

🛠 Technology Stack & Web Infrastructure

Support Ticket Management Tools:

JIRA (ticket tracking and management)
Confluence (knowledge base and documentation)
Pendo (user behavior analytics and feature analysis)

Communication & Collaboration Tools:

Slack (team communication and collaboration)
Google Suite (documentation, spreadsheets, and presentations)

Database & Infrastructure:

AWS ecosystem (cloud infrastructure and services)
Postgres SQL Database (relational database management system)

📝 Enhancement Note: Familiarize yourself with these tools and be prepared to discuss your experience with them in your application and interviews.

👥 Team Culture & Values

Company Values:

User-Centric: Prioritize user needs and experiences in all aspects of product development and support.
Conscious Culture: Foster a work environment that prioritizes work-life balance, employee well-being, and sustainable growth.
Continuous Improvement: Encourage ongoing learning, growth, and improvement in both personal and professional development.

Collaboration Style:

Cross-Functional Collaboration: Work closely with Client Services, Product Development, and Engineering teams to drive user support, product improvements, and overall user experience.
Open Communication: Maintain open lines of communication with team members, stakeholders, and users to ensure everyone's voices are heard and considered.
Knowledge Sharing: Encourage knowledge sharing and mentoring to foster a culture of continuous learning and growth.

📝 Enhancement Note: Keen Decision Systems' commitment to a conscious culture and user-centric approach creates an environment that prioritizes employee well-being, collaboration, and continuous improvement.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Ticket Volume & Prioritization: Manage high volumes of support tickets, prioritize them effectively, and ensure timely resolution according to SLAs.
User Education: Develop and maintain user education resources to improve product adoption and reduce recurring support tickets.
Feature Analysis & Enhancement: Analyze user behavior data, identify feature enhancement opportunities, and create compelling feature requests to drive product improvements.

Learning & Development Opportunities:

Product Owner Skills: Develop skills in user story writing, scrum rituals design, and user feedback analysis to support career growth into product ownership and management roles.
Technical Skills: Enhance your technical skills in support ticket management, user behavior analytics, and other relevant tools and platforms.
Leadership Skills: Demonstrate strong leadership skills and consider moving into a team management role within the Client Services or Product Development teams.

📝 Enhancement Note: Keen Decision Systems' commitment to a conscious culture and work-life balance creates an environment that supports professional growth and development, while also prioritizing employee well-being and work-life balance.

💡 Interview Preparation

Technical Questions:

Ticket Management: Discuss your approach to managing support tickets, prioritizing them effectively, and ensuring timely resolution according to SLAs.
User Education: Describe your strategies for educating users and improving product adoption, and provide examples of user education resources you've created.
Feature Analysis: Explain your approach to analyzing user behavior data, identifying feature enhancement opportunities, and creating compelling feature requests.

Company & Culture Questions:

User-Centric Approach: Discuss your understanding of Keen Decision Systems' user-centric approach and how you've applied it in previous roles.
Conscious Culture: Explain what a conscious culture means to you and how you've contributed to fostering a positive work environment in previous roles.
Continuous Improvement: Describe your approach to continuous learning, growth, and improvement in both personal and professional development.

Portfolio Presentation Strategy:

Support Ticket Examples: Present examples of support tickets you've managed, highlighting your problem-solving approach, communication with engineers, and resolution process.
User Education Resources: Showcase any user guides, FAQs, or tutorials you've created to educate users and improve product adoption.
Feature Analysis & Enhancement Requests: Demonstrate your ability to analyze user behavior data, identify feature enhancement opportunities, and create compelling feature requests.

📝 Enhancement Note: Keen Decision Systems values strong problem-solving skills, clear communication, and a user-centric mindset. Highlight these qualities in your application and interview preparation.

📌 Application Steps

To apply for this Product Technical Support Specialist position:

Submit your application through the application link.
Portfolio Customization: Tailor your support ticket examples, user education resources, and feature analysis demonstrations to highlight your skills and fit for this role.
Resume Optimization: Highlight your relevant experience, skills, and achievements in your resume, with a focus on technical support, problem-solving, and communication.
Technical Interview Preparation: Brush up on your ticket management, user education, and feature analysis skills, and be ready to discuss your approach to each in your interviews.
Company Research: Thoroughly research Keen Decision Systems' user-centric approach, conscious culture, and commitment to continuous improvement to ensure a strong cultural fit.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with Keen Decision Systems before making application decisions.

📌 ATS Keywords

Programming Languages:

Python, SQL, JavaScript

Web Frameworks:

React, Angular, Vue.js

Server Technologies:

AWS, Google Cloud Platform, Microsoft Azure

Databases:

PostgreSQL, MySQL, MongoDB

Tools:

JIRA, Confluence, Pendo, Slack, GitHub, Google Suite, Figma

Methodologies:

Agile, Scrum, Kanban, User-Centric Design

Soft Skills:

Problem-Solving, Communication, Collaboration, Time Management, Empathy, User Education, Feature Analysis

Industry Terms:

Technical Support, User Experience, Product Development, Marketing Analytics, Bayesian Modeling, Customer Success, Client Services, Product Owner, Agile Coach

Regional Salary Research:

Mid-level technical support roles in the United States, with a focus on regional market research for Cary, North Carolina, and other major metropolitan areas.

ATS Keyword Distribution:

Strategically place relevant keywords throughout the job description, ensuring a natural and informative flow of information for both applicants and ATS systems.

Product Technical Support Specialist