Product Support Specialist

About Convey

At Convey, formerly Message Broadcast, we believe mobile technology and conversational decision logic have transformed how businesses and their customers communicate. Our mission is to help people have natural, engaging conversations with the brands they trust—when, how, and where they want.

For over 24 years, we've partnered with the world's most admired brands, ensuring they remain relevant and effective during the moments that matter most. By delivering automated and engaging conversations across voice, email, and text messaging channels, we empower businesses to connect with their customers seamlessly. Every day, millions of conversations are supported by our platform, helping businesses inform, enroll, educate, transact, confirm, and resolve, all while creating satisfied and loyal customers.

Position Overview

As a Product Support Specialist, you will be the frontline technical resource for our customers, ensuring timely resolution of issues and delivering exceptional service. You will provide technical support via our customer help desk, phone, email, and web portal, working closely with customers, engineering, and product teams to resolve problems and enhance customer satisfaction.

This role requires strong technical skills, including proficiency with APIs, SQL databases, troubleshooting application issues, and the ability to translate complex concepts into simple explanations for customers.

This position involves rotational shifts to provide 24x7 coverage, including weekends and holidays, as needed.

Key Responsibilities

Technical Support & Troubleshooting

· Provide timely, accurate technical support to customers through multiple channels (Help Desk, phone, email, chat).

· Diagnose and resolve complex issues involving APIs, SQL databases, messaging workflows, and application functionality.

· Execute SQL queries to retrieve or update data as needed for troubleshooting or customer requests.

· Troubleshoot integration issues between Convey's platform and customer systems.

Customer Interaction & Relationship Management

· Serve as the primary point of contact for assigned customer inquiries.

· Communicate in a professional, empathetic manner while building trust with customers.

· Understand customer use cases and ensure optimal utilization of our products.

Escalation Management

· Escalate unresolved technical issues to appropriate internal teams (Engineering, Product Development) with clear documentation.

· Maintain communication with customers until resolution is confirmed.

Product Knowledge & Continuous Learning

· Maintain deep expertise in Convey's products, services, and related technologies.

· Stay up to date on API specifications, messaging protocols, and platform updates.

Documentation & Knowledge Sharing

· Log all interactions, technical details, and resolutions in the ticketing system.

· Contribute to customer-facing and internal knowledge base resources.

Collaboration & Feedback

· Work with cross-functional teams to relay customer feedback and suggest product improvements.

· Assist in onboarding and training new customers on best practices.

Proactive Support

· Identify recurring issues and recommend preventative measures.

· Contribute to process improvements that enhance customer experience and reduce incident volume.

Qualifications

Required Skills & Experience:

· Bachelor's degree or equivalent relevant experience.

· 3 years of experience in technical or customer support within a software or SaaS company.

· Strong technical troubleshooting skills, with experience in:

o SQL databases (writing, running, and analyzing queries)

o APIs and system integrations

o Application and web server troubleshooting

· Proficiency with ticketing and collaboration tools (e.g., Atlassian, Jira, Confluence, Zendesk).

· Excellent communication skills — able to explain technical issues to non-technical audiences.

· Strong organizational and time management abilities in a fast-paced environment.

· Ability to work in rotational shifts and 24x7 support coverage.

Preferred Skills:

· Familiarity with , web servers, load balancers, and CDN technologies such as Cloudflare.

· Experience in the utility and extreme weather messaging domain.

· Basic programming or scripting knowledge.

· Experience in SaaS platforms supporting enterprise customers.

· Knowledge of SMS messaging protocols is a bonus

What You'll Gain

· Hands-on experience with a cutting-edge communication platform used by leading enterprise customers.

· Opportunities to grow technical and customer engagement skills.

· A collaborative work environment with exposure to cross-functional teams.

· Competitive salary, benefits, and performance incentives.

US-BASED ROLES ONLY - BENEFITS

• Fully covered Medical, Dental, and Vision coverage for employees

  • Cost share for dependents

• 401(K) plan with company match

• Fully covered STD/LTD

• Employee Assistance Program (EAP)

• Paid Maternity Leave

  • 12 weeks of paid parental leave for birthing parent

• Paid Paternity Leave

• Flexible PTO policy - We trust employees to manage their time effectively and take time off as needed to maintain a healthy work-life balance. Discretionary time off is unlimited, subject to manager approval and business needs.

• 12 paid holidays throughout the year, including winter recess for all employees between December 25th-January 1st

• On-site gym available for free use in Denver, CO for employees based in the Denver area

Convey (formerly Message Broadcast) is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.