[Hiring] Product Support Engineer I @Gravitate Energy LLC

Role Description

Gravitate is looking for a Product Support Engineer I to join our remote Support team. This is a frontline product-support role for someone who can manage a high volume of incoming SaaS support tickets while delivering strong technical troubleshooting, clear customer communication, disciplined triage and escalation, and continuous improvement of our knowledge base and AI-enabled ticket deflection. This is not a basic helpdesk or call-center role. We are looking for someone who can balance speed, accuracy, customer empathy, technical curiosity, documentation discipline, and a continuous-improvement mindset in a fast-moving support environment.

The ideal candidate is comfortable working independently in a remote setting, owns customer issues from intake through resolution or escalation, identifies recurring support patterns, and actively contributes to better self-service resources, internal documentation, and support automation.

Qualifications

• 3+ years of experience in SaaS, software, product support, technical support, or a similar customer-facing support role.
• Experience managing a high volume of support tickets in a queue-based environment.
• Strong troubleshooting skills with the ability to investigate, document, and resolve customer issues.
• Excellent written communication skills, especially in customer-facing ticket responses.
• Strong judgment around prioritization, escalation, urgency, and customer impact.
• Experience using ticketing systems, knowledge-base tools, CRM systems, or support platforms.
• Ability to create and maintain clear documentation, support notes, and reusable knowledge content.
• Comfortable working remotely with strong self-management, accountability, and follow-through.
• Curious, resourceful, and willing to learn new products, systems, workflows, and tools.
• Positive, collaborative approach with a strong desire to help customers and teammates succeed.

Requirements

• Able to manage multiple concurrent customer issues while balancing speed, accuracy, and customer empathy.
• Comfortable working within SLA, severity, escalation, and customer-impact guidelines.
• Able to provide clear reproduction steps, business impact, screenshots, logs, and supporting details when escalating issues.
• Able to recognize recurring ticket patterns and translate them into knowledge-base improvements, reusable responses, product feedback, or ticket-deflection opportunities.
• Comfortable communicating with customers during urgent, ambiguous, or high-friction situations while remaining calm, professional, and solution-oriented.
• Demonstrates sound judgment when handling customer data, screenshots, logs, account information, and confidential details.
• Comfortable staying current on product releases, known issues, customer workflows, and support best practices.
• Able to maintain strong Central Time overlap, reliable availability during core support hours, and comfort collaborating through video calls, screen sharing, and distributed team communication.

Benefits

• Experience supporting a B2B SaaS product.
• Familiarity with SQL, APIs, logs, integrations, data flows, or technical troubleshooting tools.
• Experience contributing to customer-facing help centers, internal knowledge bases, macros, or support playbooks.
• Experience using AI tools in a support environment for drafting, summarization, documentation, routing, or ticket deflection.
• Experience working with Product, Engineering, Customer Success, or Implementation teams.
• Ability to identify recurring support themes and recommend scalable improvements.
• Experience in a remote-first or distributed team environment.

What Success Looks Like in the First 90 Days

Within the first 90 days, the Product Support Engineer I should be able to independently manage a high-volume support queue with appropriate prioritization, clear customer communication, accurate ticket notes, and timely follow-through. They should demonstrate sound escalation judgment, contribute updates to internal or customer-facing knowledge-base content, identify recurring ticket patterns, and use approved AI tools responsibly to improve support efficiency, documentation quality, and ticket deflection.

Physical Requirements

• Ability to sit and work at a desk for extended periods.
• Participate in video calls and screen sharing as needed throughout the workday.