Mission:
The mission of the Credentialing Product Support Specialist III is to own the toughest technical problems across Andros products by investigating, debugging, and partnering cross-functionally to get to resolution fast. This role ensures the timely resolution of complex client issues, empowers internal teams through enablement, and continuously refines processes to improve client experience and product stability.
If you’re the kind of person who rolls up your sleeves to figure out why something broke, not just that it did, you’ll feel right at home here.
Outcomes:
- Advanced Troubleshooting and Escalations:
- Investigate and resolve escalated technical issues requiring in-depth analysis across multiple systems
- Partner with Engineering and Operations to address bugs, integration issues, and product challenges
- Manage the full lifecycle of escalations, from triage to client communication to resolution documentation
- Internal Enablement and Documentation:
- Mentor Product Support Specialists to develop technical troubleshooting and system analysis skills
- Translate complex findings into accessible documentation and enablement content
- Contribute to the knowledge base and internal playbooks with detailed technical content
- Collaborate with Product and Engineering to document known issues, dependencies, and workarounds
- Process Improvement:
- Provide structured feedback on issue patterns, root causes, and product quality improvements
- Support incident response efforts with technical context, logs, and postmortem documentation
- Partner with management to refine escalation and incident management processes
- Recommend workflow and tooling enhancements to improve team efficiency and cross-functional collaboration
Role-Specific Competencies:
- Analytical Thinking: Break down complex technical problems into actionable steps
- Adaptability: Thrive in a fast-paced environment and adjust to changing priorities
- Resourcefulness: Comfort working with limited information or documentation to reach solutions
- Ownership: Sees escalations through to closure with minimal oversight
- Empathy: Understand and address client frustrations with patience and care
- Technical Curiosity: Natural drive to understand how systems work
- Cross-Team Communication: Clearly convey technical details to non-technical stakeholders
- Coaching & Mentorship: Uplift and support others in their development with tact and approachability
- Data-Driven Mindset: Recognize patterns and use support data to guide improvements and decision-making
Desired Qualifications:
- 3+ years in a technical or product support role within a SaaS or tech environment
- Experience with one or more of the following tools: Jira, Confluence, Salesforce, Google Workspace, or GitHub
- Familiarity with APIs, integrations, data mapping, and debugging tools such as Postman
- Proven ability to collaborate with Engineering and Operations teams to diagnose and resolve complex issues
- Excellent written and verbal communication skills for both technical and non-technical audiences
- Credentialing experience a plus
Salary Range:
$63k-70k