Product Support

Company Description

Skill IQ Foundry leverages AI to transform Talent Acquisition processes, ensuring accurate skill evaluations, enhanced efficiency, and reduced hiring times. Through cutting-edge products like the AI Interviewer and AI Sales Coach, the company empowers businesses to identify the best candidates quickly and improve sales team performance. Skill IQs innovative solutions help clients significantly reduce interview-to-hire ratios and enhance hiring quality. Committed to exceptional client service, the company stands out for its focus on delivering immediate responses and effective resolutions.

About the Role

You'll be the person clients rely on from day one, guiding them through product onboarding, understanding their technical environment, and making sure issues don't fall through the cracks. This is a hands-on, ownership-driven role where you'll work closely with both clients and the internal tech team. You'll be client-facing regularly, so the ability to communicate clearly and confidently is essential.

What Were Looking For

Must-have

12 years in product support, technical support, or implementation (SaaS preferred)

Excellent communication in English for professional client conversations

Comfort with technical concepts: APIs, configurations, integrations, logs

High ownership mindset: you see issues through, you dont just close tickets

Ability to manage multiple client threads simultaneously without losing context

Exposure to tools like Jira or Postman

Basic SQL or scripting ability

Good to Have

Prior experience working directly with B2B clients

What Ownership Actually Means Here

This role is not about routing tickets. It means:

You understand the issue fully before escalating

You set and manage client expectations on timelines

You follow up proactively: the client should never have to chase you

You close the loop once resolved and document what you learned

What You'll Do

Client Onboarding and Implementation

• Lead end-to-end onboarding for new B2B clients, from initial setup to go-live
• Understand each client's technical environment and configure the platform accordingly
• Conduct product walkthroughs and training sessions with client teams via calls and meetings
• Create client-specific setup documentation and handoff notes

Technical Support

• Serve as the first point of contact for client-reported issues: bugs, integrations, configs
• Diagnose and resolve issues independently where possible
• Own the issue until resolved, fix it yourself or drive it through the tech team with full follow-up
• Log, track, and communicate issue status clearly to clients without dropping threads

Client Communication

• Manage all client communication professionally: emails, calls, and meetings
• Set clear expectations on timelines and keep clients updated proactively
• Translate technical findings into language clients can act on: no jargon, no vague updates
• Build trust with client stakeholders through consistent, reliable communication

Product Knowledge

• Develop deep working knowledge of the entire product suite
• Stay current as the product evolves: new features, deprecations, config changes
• Translate technical product behaviour into clear, client-friendly explanations

Internal Collaboration

• Work closely with engineering/tech team to reproduce bugs and communicate client impact
• Relay recurring client pain points to the product team as structured feedback
• Contribute to internal knowledge bases, runbooks, and troubleshooting guides