Product Support Specialist

Member / Volunteer Full Time / Part Time Supported / Volunteer Remote

Provide specialized technical troubleshooting for specific software products. Analyze complex issues, create actionable bug reports, and advocate for user experience improvements within the development team.

Announcement

We are seeking a Product Support Specialist to join a specific software product team. This is a "Helpdesk Plus" role: you will be the dedicated technical support point for one specific tool, providing deep-dive troubleshooting for users while ensuring the development team understands the real-world issues users are facing.

About SIL Global

SIL Global is a faith-based nonprofit organization committed to serving translation teams worldwide. If you believe, as we do, that all languages are of value, form an integral part of people's identity, and have the potential to serve them in a rapidly changing world, then you can be part of a software team serving translation teams worldwide.

The Role

The Product Support Specialist is the frontline technical resource for a specific software application. You will handle specialized support tickets that go beyond general IT help, focusing on the nuances of the product's functionality and data. While not a developer or a strategist, you serve as a vital link-taking bug reports from the field, helping users navigate software behavior, and providing the "view from the trenches" to the product team.

Major Responsibilities

Tiered Product Support: Serve as the primary point of contact for technical issues related to the specific software product, providing direct assistance via electronic and direct interaction.
Advanced Troubleshooting: Analyze and resolve complex user problems, focusing on software configuration, data interaction, and product-specific workflows.
Detailed Bug Reporting: Translate user issues into clear, actionable bug reports for the development team, ensuring they have the necessary technical context and reproduction steps.
Team Representation: Attend product team meetings to provide feedback on current user struggles and advocate for practical fixes that improve the daily user experience.
Implementation and Data Support: Assist users with product setup, as well as the specialized import/export and management of data within the application.

Minor Responsibilities

Technical Documentation: Write and maintain reference guides, "how-to" articles, and FAQs to help users and other support staff self-solve common issues.
Design Consultation: Provide a "user's perspective" when the development team is discussing changes to the interface or functionality.
Field Practice Alignment: Maintain a basic understanding of language fieldwork (linguistics, translation, or literacy) to better understand the context of user requests.

Knowledge & Skills

Technical Investigation: A "detective" mindset; the ability to dig into software behavior to find the root cause of an error.
Frontline Advocacy: The ability to clearly communicate the "pain points" of a user to a technical team without needing to manage the roadmap.
Technical Communication: Ability to explain complex software steps to users with varying levels of computer literacy.
Cross-Cultural Patience: Strong interpersonal skills, especially when assisting users from diverse linguistic and cultural backgrounds under stressful technical conditions.

Education

Product Support Specialists should have basic training or experience in the installation and use of language technology tools. A bachelor's degree in computer science, communications, or equivalent work experience is preferred, but we care more for a heart and mind that are always learning.

Training & Orientation

Will complete the initial IT Software Department training program and relevant portions of IT Orientation. The consultant will attend an annual Language Technology Consultant training course. Ongoing mentorship from an existing Language Technology Consultant.

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