Product Support Specialist
Skopenow
Position: Product Support Specialist
Location: Remote, USA.
Schedule: Monday-Friday 12-9pm EST/9am-6pm PST
Salary: $80-85k
About Us:
Skopenow is a leading provider of comprehensive threat intelligence and OSINT solutions. The company’s investigative products are used by over 1,500 customers, including 20% of the Fortune 500 as well as numerous government and law enforcement agencies. Skopenow empowers organizations to more efficiently and effectively gather and analyze open-source information, identify trends and patterns in the data, and detect emerging threats and fraud. Founded in 2016 and headquartered in New York City, Skopenow is a high-growth, venture-backed technology company.
The Role:
We're looking for a Product Support Specialist who is eager, resourceful, and results-oriented with a strong customer-first mindset. As part of our frontline support team, you'll be the first point of contact for customers experiencing issues, answering questions, and providing quick and thoughtful solutions. You’ll also help shape how we support our customers by contributing to internal processes and documentation.
Responsibilities:
- Respond to customer queries via chat (primary), email, and occasionally phone using Intercom and other tools
- Troubleshoot a range of issues—anything from password resets to complex investigative reporting concerns
- Guide users through platform features and functionalities with clarity and patience
- Identify customer needs, investigate technical problems, and prioritize based on urgency and impact
- Proactively surface recurring issues and escalate bugs to our Product and QA teams when needed
- Maintain clear communication with customers even if resolution takes time—transparency is key
- Collaborate with teammates to share solutions and improve workflows, knowledge base articles, and automations
- Contribute to internal process improvement projects led by Support and CS leadership
What you’ll bring:
- 1-3 years of experience in a technical support or customer-facing role (SaaS, IT, or investigative tools preferred)
- Strong multitasking ability—you might be handling a chat and a critical issue at the same time
- Exceptional written and verbal communication skills, especially when breaking down technical issues
- Comfort using tools like Intercom, Zoom, Zendesk, Dialpad, or other help desk and communication platforms
- A natural curiosity and problem-solving mindset: you want to get to the why behind an issue
- Strong attention to detail and the ability to manage multiple conversations and tasks without losing track
- A proactive attitude—you're not just waiting for bugs, you're noticing patterns and suggesting improvements
How to stand out:
- Prior experience as an investigator or intelligence analyst
- Experience utilizing OSINT techniques
- Hands on exposure to investigative platforms
A Typical Day Might Include:
- Handling ~40+ unique customers on an average day via chat, e-mail, or phone (sometimes more during busy weeks!)
- Digging into a technical issue and communicating clearly what you’re seeing to the customer—even if resolution takes time
- Collaborating with Product or QA when something needs escalation
- Updating knowledge base articles or refining Intercom workflows to reduce manual load
- Spotting a trend in customer issues and flagging it early to prevent escalation
- Jumping on a Zoom call to help a customer troubleshoot or learn how to use a feature
You’ll Succeed If You:
- Thrive in a fast-paced environment and love helping people
- Have the judgment to know when to push for a solution vs. escalate
- Are comfortable learning a complex platform and getting hands-on in figuring things out
- Can calmly balance urgent issues and communicate prioritization to customers
- Want to grow into a more senior support or technical product role in the future
This is a primarily reactive support role, but we value candidates who think proactively—spotting bugs early, recommending product improvements, and looking out for customer pain points!
What We Offer:
- Competitive salary
- Full health, dental, and vision coverage
- 401(k)
- Opportunities to grow with a fast-moving, mission-driven team
