Product Support Specialist (Technical)
Somewhere
🇿🇦 Hirezar Summary for South African Applicants
This fully remote full time position at Somewhere is open to applicants from South Africa. The estimated monthly salary is R27,750 – R46,250 ZAR. This role is suited for mid-level professionals. As a remote position, you can work from anywhere in South Africa — whether you're based in Johannesburg, Cape Town, Durban, or a smaller town.
Job Description
Product Support Specialist (Technical Support)
Location:Latin America (Remote)Working Hours:Full-time, aligned with U.S. time zones (EST/CST preferred)Compensation: Based on Experience
About the Company
We are a fast-growing, venture-backed technology company building AI-powered revenue and engagement solutions for organizations in the healthcare and senior living space. Our platform enables sales and marketing teams to automate workflows, improve lead conversion, and enhance the overall customer journey through intelligent digital engagement tools.
With thousands of customers and billions in revenue influenced through our platform, we are at the forefront of transforming how organizations connect with and convert their audiences.
About the Role
We are seeking aProduct Support Specialistto serve as a critical link between our customers and internal teams. This role goes beyond traditional customer support — you will troubleshoot technical issues, guide customers through product configurations, and collaborate cross-functionally with Product, Engineering, and Customer Success teams.
This is an ideal opportunity for someone who combinesstrong customer communication skills with technical aptitude, and thrives in a fast-paced SaaS environment.
What You’ll Be Responsible For
Customer Support & Issue Resolution
* Manage and respond to a queue of support tickets via email, chat, and ticketing platforms (e.g., Zendesk, Intercom)
* Deliver timely, empathetic, and high-quality support to a diverse customer base
* Translate complex technical concepts into clear, user-friendly explanations
Technical Troubleshooting
* Diagnose and resolve product issues related to platform configuration, integrations, and workflows
* Troubleshoot CRM integrations and data sync issues (e.g., HubSpot, Salesforce)
* Assist with API-related inquiries and basic debugging when needed
* Escalate complex issues to Engineering with clear documentation and context
Product & Documentation Support
* Create and maintain help center articles, FAQs, and internal documentation
* Identify recurring issues and contribute to long-term solutions that reduce support volume
* Provide feedback to Product teams to help shape future improvements
Cross-Functional Collaboration
* Partner closely with Customer Success, Implementation, Product, and Engineering teams
* Support onboarding and implementation efforts by guiding customers through setup and best practices
* Act as the voice of the customer internally
What We’re Looking For
Core Requirements
* 2–5+ years of experience in acustomer-facing support rolewithin a SaaS or tech-enabled company
* Experience using support platforms such as Zendesk, Intercom, or similar
* Strong familiarity with CRM systems such as HubSpot, Salesforce, or equivalent
* Excellent written and verbal English communication skills (professional, client-facing level)
* Proven ability to manage multiple tickets and prioritize effectively in a fast-paced environment
Technical Aptitude
* Comfortable troubleshooting technical issues, including integrations and workflows
* Ability to understand APIs, data flows, and basic scripting concepts (no heavy coding required)
* Strong problem-solving mindset with attention to detail
Soft Skills
* Customer-first mindset with a proactive and resourceful approach
* Strong organizational and time management skills
* Ability to work independently in a remote environment while collaborating across teams
Nice-to-Have Qualifications
* Experience working with tools such as Twilio, Zapier, Google Analytics, or similar platforms
* Background in healthcare, senior living, or other regulated industries
* Experience with project management tools like Asana, Trello, or Jira
* Previous experience supporting a global or fully remote team
What Success Looks Like
* Consistently delivering fast, accurate, and high-quality support to customers
* Effectively resolving technical issues with minimal escalation
* Improving customer satisfaction and reducing repeat issues
* Contributing to scalable documentation and internal processes
* Acting as a trusted partner to both customers and internal teams
Why Join
* Work with a high-growth, innovative SaaS company leveraging AI to transform a massive industry
* Fully remote team with strong cross-functional collaboration
* Opportunity to grow into more technical, product, or customer success roles over time
* Make a direct impact on customer experience and product evolution
Tips for South African Applicants
Timezone Advantage
South Africa (SAST, UTC+2) overlaps well with European business hours and has a few hours of overlap with US East Coast. Mention your timezone flexibility in your application.
Salary in Context
At R27,750/month, this role is on par with the average South African remote salary. The USD equivalent ($1,500/mo) benefits from the favourable exchange rate.
Application Tips
Tailor your CV to international standards — use a clean format, highlight remote work experience, and include your English proficiency. Many SA applicants succeed by emphasising their strong work ethic and cultural adaptability.
Load Shedding Preparedness
If you're applying for a remote role, having a backup power solution (UPS, inverter, or generator) and mobile data as a backup internet connection shows employers you're prepared for South Africa's infrastructure challenges.
About Somewhere
Somewhere is a company in the Recruitment & Staffing industry that hires remote workers from South Africa. They currently have 622 open positions on Hirezar. View all Somewhere jobs →