Product Support Specialist - SaaS

Join Trace One

Are you looking for new professional challenges? We have an opportunity for you.

Context:

We are looking for a Product Support Specialist to join our Customer Operations – Support team.

In this role, you will be a key point of contact for customers, ensuring high-quality technical and functional support and contributing to customer satisfaction while meeting SLA commitments. You will collaborate closely with Product, Engineering, Customer Success, and Professional Services teams to resolve complex issues and continuously improve our support services.

Key Responsibilities:

Customer Support & Issue Resolution

• Provide technical and functional support on Trace One products.
• Handle customer inquiries and resolve issues efficiently.
• Own and manage support cases from opening to resolution.
• Ensure compliance with SLA commitments and maintain accurate case records.
• Reporting to customers and Customer Support Manager on domain-related issues.

Escalation & Critical Situations

• Manage escalations and critical issues with timely communication.
• Coordinate with internal teams for resolutions.
• Participate in support reviews and maintain strong customer relationships through proactive engagement.

Collaboration & Knowledge Sharing

• Work cross-functionally with other departments to maintain consistent quality of customer interaction.
• Document issues and contribute to the knowledge base.

Continuous Improvement

• Analyze recurring issues and propose preventive actions.
• Contribute to process improvements and support-related projects.

The position entails domestic travel and occasional international travel, as operational needs require.

Key skills and requirements:

• 2+ years of experience in technical or functional support (SaaS or On-Prem environments) .
• Strong analytical and problem-solving skills.
• Excellent communication skills with the ability to handle sensitive situations.
• Familiarity with support tools and case management best practices.
• English (B2 / Fluent)
• Local language required

Nice to have:

• Bachelor’s degree in Computer Science or related field
• Knowledge of databases and SQL

What can you expect from us?

Space and encouragement to suggest ideas and solutions

International and multicultural environment

⬆️Interesting internal growth

Soft skill training

Internal Academy which is enriched day by day

Unlimited LinkedIn Learning account

Amazing events from our Happiness Committee

If you recognize yourself in this offer, don't hesitate any longer and send us your application!

How to apply

Applications may be submitted via LinkedIn (please include your CV).

A competitive market salary will be offered to the successful candidate.

About Trace One

Trace One is a premier SaaS provider of Product Lifecycle Management (PLM) and compliance solutions, specializing in the food & beverage, cosmetics, personal care, and chemical industries. With over 30 years of expertise, we empower more than 9,000 brand owners worldwide to innovate, collaborate, and bring products to market faster while ensuring the highest standards of quality, compliance, and sustainability. Trusted by industry leaders, Trace One combines cutting-edge technology with unmatched expertise to help businesses navigate complexity, accelerate growth, and shape a sustainable future.

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The Trace One group is an equal opportunities employer.