POSTED Jan 31

Technical Product Support Specialist at Zignal Labs

  • Product
  • Fulltime
  • Anywhere (100% Remote) Only
Job Description

About Zignal Labs

Zignal was founded in 2011 to help customers instantly see conversations and stories taking place across media. Originally conceived as a tool for political campaigns accustomed to media “war room,” Zignal now helps private and public sector organizations visualize and contextualize the global digital media environment to solve some of the world’s most challenging problems.

Trusted by top global news outlets such as The New York Times and The Wall Street Journal, Zignal is frequently called upon by academic institutions and the media to provide data-driven insight into some of the most important and nuanced emerging issues of societal concern - including the COVID pandemic, dis- and misinformation, consumer safety, political polarization, healthcare, digital security, and risk management.

Fully remote, with Silicon Valley roots and team members in over 20 states, Zignal serves customers around the world. Learn more at zignallabs.com.

As a member of the respected Zignal Labs Product Support team, you will specialize in response & resolution of customer’s technical issues on the Zignal Labs platform. In addition to triage support, you will also serve as the primary liaison between our customers, Customer Success Managers & our product and engineering teams.

In this role, you will have the opportunity to:

  • Develop and deliver scalable, repeatable & predictable support processes
  • Deliver technical support and product guidance to Zignal Labs' users, both internal and external, including first and second level triage and resolution during the western region business hours M-F 9am-6pm and occasionally beyond as needed for escalations
  • Liaise and manage communications between internal and external customers and internal users with the Product and Engineering teams on bug identification, tracking and resolution, as well as feature and enhancement requests
  • Work closely with Support and Training leadership team, develop strategy and execution path for support and training documentation
  • Create internal and external product support documentation, including updates to the customer-facing Zignal Knowledge Base to instill product knowledge on existing and new features for all customers
  • Map customer journeys in a documented form and contribute to presentation materials
  • Enable the Customer Value leadership to enforce program structure to drive customer product adoption to increase customer usage
  • Achieve positive outcomes and feedback from internal and external customers

In order to be successful in this you will need:

  • 2+ years of prior experience in a customer-facing product/technical support role of a SaaS product
  • Experience with ticketing & support software such as JIRA, Zendesk, Freshdesk, or other customer support tools
  • Outstanding time management skills with proven ability to complete tasks and assignments on time -- with a positive ‘can do’ attitude
  • Strong sense of duty and pride in resolving customers’ technical issues, showing sincere caring and empathy
  • Exceptional written & verbal communication skills, and flawless conflict resolution & crisis management skills
  • Problem-solving skills to perform root cause analysis and identify solutions, document solutions, and develop techniques to mitigate those issues from reoccurring
  • Ability to thrive in a fast-paced and dynamic environment, working with many cross-functional stakeholders

Plusses:

  • Natural language processing techniques: parts of speech tagging, shallow parsing, constituency, and dependency parsing, named entity recognition, emotion and sentiment analysis
  • Advanced machine learning algorithms and statistics: regression, simulation, scenario analysis, modeling, clustering, decision trees, neural networks, etc.
  • Computer vision techniques
  • Graph analytics, large-scale graph algorithms

Bonus Points:

  • Experience with media monitoring and analysis for communications, security, & risk management use cases
  • Salesforce, Excel experience
  • Familiarity with social media data/analytics
  • Understanding of Boolean operators
  • Familiarity with API query language

Why join Zignal Labs?

  • Competitive salary based on the work you do
  • Flexible time off – work with your manager to take the time you need
  • Excellent medical, dental, and vision coverage
  • Paid parental leave plan
  • Professional development and growth programs
  • A tight knit, collaborative, and transparent environment to help you succeed

Zignal Labs is proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.

Applicants must be authorized to work in the United States for any employer. No sponsorship is available for this position. 

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