Product Support Specialist

The Product Support Specialist at ARRO Systems provides Tier 1 and Tier 2 technical support for our SaaS platform. This role is responsible for diagnosing and resolving customer issues, managing incidents and changes in ServiceNow, collaborating with Engineering through Azure DevOps, maintaining documentation, and supporting cloud-based environments hosted in Microsoft Azure., * Serve as the primary point of contact for customer technical issues, providing Tier 1 and Tier 2 support.

• Triage, prioritize, and resolve incidents using ServiceNow in alignment with ITIL best practices.

• Ensure adherence to SLAs and support performance metrics.

• Troubleshoot application, configuration, integration, data, and performance issues.

• Escalate complex or unresolved issues to Engineering by providing clear documentation, logs, and reproduction steps.

• Collaborate cross-functionally with Engineering, Product, QA, and Customer Operations teams.

• Help troubleshoot SaaS applications running in Microsoft Azure by checking system status and reviewing logs to identify issues and support escalations.

• Participate in major incident response, root cause analysis, and post-incident reviews.

• Contribute to Problem Management and Change Management, including change requests and post-implementation reviews in ServiceNow.

• Create, update, and maintain technical documentation and knowledge base articles.

• Communicate clearly and professionally with customers regarding issue status, resolution, and expectations., Arro Systems is hiring a remote Product Support Specialist to provide Tier 1 and Tier 2 technical support for their secure SaaS platform. In this role, you will be the primary contact for customers, diagnosing and resolving technical issues, managing incidents and changes within ServiceNow, and ensuring adherence to SLAs. You will troubleshoot application, configuration, integration, and performance problems, escalating complex issues to Engineering through Azure DevOps, and collaborating cross-functionally with various teams. Key responsibilities also include supporting cloud-based environments in Microsoft Azure by reviewing logs and system status, and contributing to incident and change management processes.

Do you have experience in Ticketing system technical support?, * 1-4 years of experience in Technical Support, Helpdesk, or SaaS Application Support

• Experience with common service desk tools such as ServiceNow, Jira, and Confluence

• Experience supporting cloud-hosted SaaS applications, including reviewing application logs, validating deployments, and collaborating with engineering to investigate production issues (Azure experience a plus)

• Strong troubleshooting and analytical skills

• Basic understanding of how web-based applications communicate (HTTP/S, REST APIs, JSON)

• Excellent written and verbal communication skills, * ITIL Foundation certification

• Basic SQL or data troubleshooting experience

• Experience supporting enterprise or B2B SaaS platforms, Ideal candidates will possess 1-4 years of experience in technical or SaaS application support, with proficiency in service desk tools like ServiceNow. Strong troubleshooting, analytical skills, and experience supporting cloud-hosted SaaS applications - particularly within Microsoft Azure, including reviewing application logs - are essential. A basic understanding of web application communication (HTTP/S, REST APIs) and excellent written and verbal communication skills are also required. An ITIL Foundation certification or basic SQL experience is considered a plus.