Product Support Specialist
First Resonance
Overview
We're looking for a full-time Product Support Specialist to join us in our mission of bringing the ion Factory OS to next-generation hardware builders around the globe. Our newest recruit will join the First Resonance team full-time in Los Angeles, CA (HQ in Downtown) and become a foundational member of the First Resonance team.
Are you excited by the opportunity to assist manufacturers working on eVTOLS, rockets, robots, and autonomous vehicles? The most important characteristic of our team is their interest and eagerness to support companies that are tackling some of society’s greatest challenges such as climate change, space exploration, and autonomous transportation.
With this role, you will join a diverse team with a wide range of backgrounds and experiences. We pride ourselves on being fast learners, quick-thinkers, and agile executors. While a spur-of-the-moment ping pong tournament is occasionally required, our number one priority is always assisting our ion customers with our manufacturing platform. If you want to play a key role in the future of hardware and Industry 4.0, come join us!
Responsibilities & Duties
Customer Inquiries: Provide timely and accurate responses to customer questions and issues.
Assist customers in utilizing features in the product for their use cases.
Help troubleshoot customer and technical issues to provide solutions
Collaborate with the product and engineering teams to address bugs and provide customer insights.
Assist in customer enablement such as onboarding and training sessions when needed.
Create and refine documentation to empower users to resolve issues via self-service, reducing dependency on support teams.
This role may be a fit for you if you enjoy talking directly with customers to solve problems with resourceful thinking, collaborating across departments, and flexing your creative muscle.
Minimum Qualifications & Skills
2+ years of experience as an customer-facing IT support, product support specialist, sales engineer or similar role with a focus on troubleshooting technical issues
Strong technical background, a customer-centric mindset, and thrive in a fast-paced environment
Be a team player and actively contribute to a positive and collaborative work environment
Someone who is passionate about solving complex problems while delivering top-notch customer service
Previous experience working within a B2B/SaaS environment
Familiarity with customer communication tools (e.g. Intercom, ZenDesk)
Experience working with API’s.
Proven experience in stakeholder management, with the ability to influence cross-functional teams and drive progress.
Desired Qualifications
Strong analytical skills with a passion for interpreting data to improve decision-making and outcomes.
Experience supporting enterprise applications
Experience with cloud providers such as Amazon Web Services (AWS)
Proficiency in technical environments and the ability to diagnose and resolve highly technical user issues.
Comfortable explaining technical concepts to both technical and non-technical stakeholders.
Previous manufacturing experience is a plus
Basic experience in programming languages is a plus
Benefits & Perks
Health Insurance; medical, vision, dental, & life insurance.
Paid Parental Leave.
Employee Stock Option Plan.
Team outings, group lunches, open office, happy hours.
Paid holidays, sick days.
Flexible Friday and PTO.
401K.
First Resonance is an equal opportunity employer dedicated to building an inclusive and diverse workforce.
First Resonance participates in E-Verify. As part of our onboarding process, a new hire's Form I-9 information will be shared with the federal government to confirm they are authorized to work in the U.S.
Pay is based on factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience and skillset, and location.
First Resonance accelerates the speed and reliability of hardware development for companies manufacturing the next generation of hardware products. This includes space exploration, electric airplanes, autonomous vehicles, nuclear reactors, robotics, and more. We are a group of software, hardware, and manufacturing engineers that are bringing the best of modern UX and data science to an industry that has been overly rigid in its innovation. We are removing the barriers preventing radical advancement by providing tools to manufacturing engineers and operators to move information more freely, collaborate with their teams more easily, and use the power of data to predict problems and provide insights that result in better hardware quality and delivery.
