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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Product Support Specialist, Tier II - **Company:** Rethink, LLC - **Location:** Austin, TX, United States - **Contract:** Permanent contract - **Skills:** Multitier Architecture, Asana, GoToMeeting, Issue Tracking Systems, Information Management, Salesforce.Com, Screenshots, Enterprise Software Applications, Gsuite, Zendesk - **Published:** August 6, 2026 - **Apply:** https://jobs.smartrecruiters.com/Rethink/743999732300992-product-support-specialist-tier-ii ## About the Role * Self-motivated, able to work independently and as a part of a team * Service-obsessed: Patient with clients, and high level of urgency to efficiently address client issues and questions * You are tech savvy and enjoy learning new technology * Ability to learn quickly and think creatively in face of new tasks and challenges * Excellent written and verbal skills to communicate complex concepts in a simple manner for various audiences * Proven track record of reaching and exceeding Client/Product Support KPIs * Thrive in a high-growth, fast paced environment and quickly adapt to changing demands * Excellent information management, time management, and organization skills with strong attention to detail * Passionate about Client Success and going above and beyond to make someone's day * Possess a strong desire to be in a start-up culture and willing to go the extra mile Bonus Qualifications * Knowledge or interest in the Commercial Real Estate industry * Experience using Zendesk, Salesforce.com, GoToMeeting, Google Applications, and/or Asana * Knowledge of enterprise application software and/or CRM * Have a passion to learn the Salesforce.com platform with the goal to become Salesforce Administrator certified ## Description The Product Support Specialist (Tier II) at Rethink is a client-facing, technical, and resourceful individual responsible for efficiently addressing escalated support cases with a client-centric approach. The Product Support Specialist (Tier II) role is fast-paced and requires quick learning, thinking on your feet, innovative problem solving, and a strong ability to switch gears quickly throughout the day. Product Support Specialists provide world-class customer service and can tap into both creative and analytical thought processes. What You'll Do * Provide best in class support to clients via phone, virtual online meetings and online support ticket system * Supply product information, troubleshoot, follow-up, and resolve with a sense of urgency, positivity and empathy to clients * Consistently provide the highest level of satisfaction by maintaining a CSAT score of 90% or above * Partner with Client Success Managers to continuously improve our clients' experience * Proactively obtain product feedback and work cross-functionally with Product, Marketing and Sales teams to help develop stronger product features * Become the company's leading expert in Rethink, Salesforce.com, our partnership ecosystem, and the Commercial Real Estate industry, and serve as an internal resource for all departments * Stay up-to-date on the latest trends of our partner, Salesforce.com, and their product updates * Manage the Zendesk Knowledge Base for ongoing maintenance, identify areas of improvement, guide direction of content, and develop new visual (videos, GIFs, and screenshots) and written articles * Complete on-boarding configurations for new clients * Build relationships with clients, Product and Implementation Partners ## Related Videos - [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability) - [A Founder's Journey : From Startup Chaos to Purposeful Growth](https://www.wearedevelopers.com/videos/1926-a-founder-s-journey-from-startup-chaos-to-purposeful-growth) - [SRE Methods In an Agency Environment](https://www.wearedevelopers.com/videos/348-sre-methods-in-an-agency-environment) - [Backstage in Practice: Offloading Developer Operational Work Through Platform Self-Service](https://www.wearedevelopers.com/videos/1922-backstage-in-practice-offloading-developer-operational-work-through-platform-self-service) - [CountrPT: Startup Product Presentation](https://www.wearedevelopers.com/videos/1161-countrpt-startup-product-presentation) ## Related Articles - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Why Upskilling And Reskilling is Important For Developers](https://www.wearedevelopers.com/magazine/428-why-upskilling-and-reskilling-is-important-for-developers) - [Events like RSAC Get You CISOs. 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