Product Specialist • Mid-Level

Who you are

You have experience in product support, ideally in a technical environment, where you've handled complex customer inquiries and provided solutions effectively. Your communication skills are strong, allowing you to interact professionally with clients and internal teams alike. You are detail-oriented and committed to maintaining high service standards, ensuring that all incidents are resolved in a timely manner. You understand the importance of service level agreements (SLAs) and strive to meet or exceed them consistently.

You are familiar with creating and maintaining knowledge bases, which helps in providing world-class customer support. Your ability to work collaboratively with product specialists and engineering teams is essential for ensuring that customer issues are addressed efficiently. You are proactive in identifying areas for improvement in support processes and are eager to contribute to a culture of continuous improvement.

What you'll do

As a Product Specialist at OneSpan, you will be responsible for managing level 2 support cases for the company's products and services. You will work closely with other product specialists and the engineering team to ensure that incidents are resolved quickly and effectively. Your role will involve maintaining a knowledge base that supports both internal and external customers, enhancing the overall customer experience.

You will be expected to uphold service level agreements (SLAs) related to incident restoration and resolution, ensuring that customer expectations are met. Your collaboration with the engineering team will be crucial in addressing more complex issues that require technical expertise. You will also play a key role in training and mentoring junior support staff, sharing your knowledge and best practices to elevate the team's performance.

What we offer

Joining OneSpan means becoming part of a dedicated team that values customer success and technical excellence. You will have the opportunity to work in a hybrid environment, balancing remote work with in-office collaboration. We offer competitive compensation and a supportive work culture that encourages professional growth and development. You will be part of a recognized A-Class team committed to delivering world-class technical support to our clients.