Product Support Specialist

We are excited to announce an opportunity for the position of Product Support Specialist (PSS). This role provides the opportunity to work directly within an Agile product development team, supporting GOLDPoint Systems' products, services, and applications while delivering high-quality solutions to internal and external stakeholders.

The Product Support Specialist is a key bridge between customers, product, and engineering. In this role, you will develop product expertise, resolve complex issues, and contribute to product improvements that directly impact customer success.

In this role, you will:

• Work directly within an Agile product development team, collaborating with Product Owners, developers, and cross-functional stakeholders
• Serve as a primary point of contact for product support, owning issue resolution from intake through completion
• Solve complex product challenges through troubleshooting, research, and root cause analysis
• Partner with Product Owners to support testing, validation, and feature releases
• Develop expertise as a Subject Matter Expert (SME) in assigned products
• Provide insights and feedback to improve usability, performance, and customer experience
• Build strong relationships through clear communication and proactive problem-solving

Why Join GOLDPoint Systems

• Work on industry-leading lending platforms used by clients across the United States
• Collaborate directly with product and engineering teams in an Agile environment
• Develop expertise in complex software systems and product configurations
• Gain exposure to product development and career growth into product or technical roles
• Be part of a culture focused on continuous improvement and professional development, * Review, troubleshoot, and resolve product issues submitted through SolarWinds
• Provide timely and professional communication to internal and external stakeholders
• Investigate issues, identify root causes, and deliver effective solutions
• Escalate complex issues with clear documentation in approved systems
• Support testing, validation, and release of product updates
• Develop Subject Matter Expertise (SME) in assigned products
• Assist with training for internal teams and clients
• Contribute to continuous improvement of processes and documentation
• Perform selected Product Owner-related tasks as directed

Do you have experience in Research?, * Experience in lending software or consumer finance is highly desired

• Experience with ticketing systems and tools like Microsoft ADO preferred
• Strong problem-solving and troubleshooting skills
• Ability to manage multiple work requests efficiently
• Strong communication skills with ability to explain technical concepts
• Experience working within cross-functional teams
• Detail-oriented with strong organization skills
• Self-motivated with commitment to learning product expertise

Pulled from the full job description

• 401(k)
• Health insurance
• Retirement plan
• 401(k) matching
• Paid time off
• Vision insurance
• Health savings account, * Profit Sharing
• 2 hours of paid exercise weekly
• On-site exercise room and racquetball court
• On-site weekly massages
• Group health insurance, life insurance, dental plan, HSA with employer contribution
• 401K match
• 7 paid holidays
• 4 weeks paid vacation and sick time

Pay: $55,000.00 - $80,000.00 per year, * 401(k)

• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance