Product Support Specialist

About the role

Neostella is looking for a Product Support Specialist to act as the first point of contact for product support inquiries. The role covers troubleshooting application issues, answering customer questions, documenting solutions and working with Product and Development teams on complex problems. It suits someone with a strong analytical mindset, good written and verbal communication and a background in IT support.

Key responsibilities

• Serve as the first point of contact for product support inquiries.
• Respond to tickets, emails, chats and calls professionally and in a timely manner.
• Log, monitor and categorize incoming support requests across supported product lines.
• Apply standard operating procedures (SOPs) to resolve common technical issues.
• Perform initial diagnosis and troubleshooting of application-related problems.
• Escalate complex or unresolved issues to Product and Development teams using established protocols.
• Document troubleshooting steps, solutions and outcomes in the knowledge base.
• Support customers with product questions, configurations and basic usage guidance.
• Collaborate with the team to meet service level agreements (SLAs).
• Take part in team meetings to share updates, recurring issues and improvement ideas.

Required profile

• 2+ years of experience in an IT support function.
• B2-C1 English, written and spoken.
• Strong knowledge of Neostella products and related terms, including AWS, SharePoint and Dropbox.
• Experience creating, updating and maintaining knowledge base articles and internal documentation.
• Ability to analyze issues, find root causes and explain technical matters clearly to customers.
• Organized, able to prioritize under pressure, with attention to detail.
• Willingness to work on Colombian holidays and successful completion of a required assessment.

Nice to have

• Familiarity with ticketing systems such as Zendesk, Jira or ServiceNow.
• Basic understanding of cloud platforms, file-sharing systems and SaaS UI support.
• Interest in APIs, JSON or scripting languages.
• Spreadsheets (Google Sheets) and Confluence experience.

What we offer

• Undefined contract with a fast-growing career path.
• Pre-paid health insurance with Sura for you and one family member.
• Flex time and the option to work from home or in the office.
• Yearly ophthalmological health bonus.
• English improvement through international teams and fully personalized classes.