> Markdown version of [/jobs/ext/2599610-product-support-specialist](https://www.wearedevelopers.com/jobs/ext/2599610-product-support-specialist). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Product Support Specialist - **Company:** ELEVIA SOFTWARE, LLC - **Location:** United States (Remote available) - **Contract:** Permanent contract - **Skills:** Accounting Systems, JIRA, Databases, Log Files, Salesforce.Com - **Published:** August 4, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=f24d1843db2ed835 ## About the Role * Accounting/Finance or CS degree and/or equivalent experience. * Must be able to work 8am - 5pm CST * Ability to problem solve for researching and troubleshooting customer questions. * Excellent time management and organizational skills. * Strong listening skills. * Outstanding communication skills, both oral and written. * Highly self-motivated with a high level of attention to detail. * Prior customer service experience. * Experience working in a team-oriented, collaborative environment. * Proven analytical and problem-solving abilities. * Up to 10% travel for company and team events. Nice to have qualifications for this position include: * Direct experience with Deltek Vision/Vantagepoint software or similar accounting systems. * Experience with CRM Case Management platforms such as Salesforce Service Cloud is a plus. * Experience with EleVia. * AECO experience. ## Description As a Product Support Specialist, you are responsible for handling support requests from new and existing customers on a variety of topics. Using his/her knowledge of products or services, as well as outstanding customer service skills, this professional provides front line customer service via phone, chat, and email for EleVia's products. This isn't a call center job - you will be collaborating with the customer, product development, and team members to work the cases to resolution. The most successful person in this role is someone resourceful and a willingness to help our customers with their solution needs. As your knowledge of our product and industry grows, you will be making a difference with our customers, contributing to the smooth operation of their business. In this role, your responsibilities will include: * Responds to incoming support requests in a prompt, professional and helpful manner. * Clearly documents all customer interactions via Salesforce case tracking system based on current policies and procedures. * Utilizes basic troubleshooting skills, Knowledgebase articles and fundamental product knowledge to resolve low to moderately complex support tickets. * Create Knowledgebase articles and review articles for accuracy based on case issues. * Schedule and conduct sessions with customers to resolve in-depth issues and gather supplemental information on the issue, including screen captures, log files, error messages, etc. * Effectively manages and escalates issues with peers and team members for warm transfer process with a fully documented case including all background information gathered during customer interactions. * Attempt to duplicate suspected defects in VM lab environment * Determine if existing issue relates to known defect currently being tracked in the JIRA database. ## Related Videos - [Kubernetes and Microservices with Multi-Model Databases](https://www.wearedevelopers.com/videos/382-kubernetes-and-microservices-with-multi-model-databases) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [The Software Bug All Stars - and what we can learn from them](https://www.wearedevelopers.com/videos/423-the-software-bug-all-stars-and-what-we-can-learn-from-them) - [Valven Atlas: Engineering Intelligence That Delivers](https://www.wearedevelopers.com/videos/1660-valven-atlas-engineering-intelligence-that-delivers) - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1146-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [What is Software Engineering?](https://www.wearedevelopers.com/magazine/289-what-is-software-engineering) - [Where To Find Software Engineering Jobs](https://www.wearedevelopers.com/magazine/396-where-to-find-software-engineering-jobs) - [The 12 Best Jobs for Software Engineers](https://www.wearedevelopers.com/magazine/401-the-12-best-jobs-for-software-engineers) - [Best Paying Remote Jobs](https://www.wearedevelopers.com/magazine/255-best-paying-remote-jobs)