Product Support Specialist, First Resonance

• Are you excited by the opportunity to assist manufacturers working on eVTOLS, rockets, robots, and autonomous vehicles?
• This role may be a fit for you if you enjoy talking directly with customers to solve problems with resourceful thinking, collaborating across departments, and flexing your creative muscle
• 2+ years of experience as an customer-facing IT support, product support specialist, sales engineer or similar role with a focus on troubleshooting technical issues
• Strong technical background, a customer-centric mindset, and thrive in a fast-paced environment
• Be a team player and actively contribute to a positive and collaborative work environment
• Someone who is passionate about solving complex problems while delivering top-notch customer service
• Previous experience working within a B2B/SaaS environment
• Familiarity with customer communication tools (e.g. Intercom, ZenDesk)
• Experience working with API’s
• Proven experience in stakeholder management, with the ability to influence cross-functional teams and drive progress

Desirable

• We're looking for a full-time Product Support Specialist to join us in our mission of bringing the ion Factory OS to next-generation hardware builders around the globe
• Our newest recruit will join the First Resonance team full-time in Los Angeles, CA (HQ in Downtown) and become a foundational member of the First Resonance team
• The most important characteristic of our team is their interest and eagerness to support companies that are tackling some of society’s greatest challenges such as climate change, space exploration, and autonomous transportation
• With this role, you will join a diverse team with a wide range of backgrounds and experiences. We pride ourselves on being fast learners, quick-thinkers, and agile executors
• While a spur-of-the-moment ping pong tournament is occasionally required, our number one priority is always assisting our ion customers with our manufacturing platform. If you want to play a key role in the future of hardware and Industry 4.0, come join us!
• Customer Inquiries: Provide timely and accurate responses to customer questions and issues
• Assist customers in utilizing features in the product for their use cases
• Help troubleshoot customer and technical issues to provide solutions
• Collaborate with the product and engineering teams to address bugs and provide customer insights
• Assist in customer enablement such as onboarding and training sessions when needed
• Create and refine documentation to empower users to resolve issues via self-service, reducing dependency on support teams