Product Support Specialist

About Vizalogix

Vizalogix is a fast-growing organization committed to delivering exceptional solutions and service to our customers in the Construction Equipment and Mining Industries. We are growing our team and looking for a dedicated Product Support Specialist who is passionate about helping customers succeed and solving complex problems with patience and expertise.

Position Overview

We are seeking a Product Support Specialist who will serve as a critical resource for our customers, helping them navigate, maintain data accuracy, troubleshoot, and maximize the value of our products. This role is ideal for someone who is curious, empathetic, and thrives in a fast-paced environment.

You will work closely with cross-functional teams, including Product and Engineering, to resolve issues, communicate customer feedback, and continuously improve the support experience.

Key Responsibilities

• Respond to and resolve customer support inquiries via email, chat, and/or phone in a timely and professional manner
• Diagnose and troubleshoot product issues on a daily basis, escalating complex cases to appropriate internal teams when needed
• Develop and maintain help center articles, FAQs, and how-to guides to enable customer self-service
• Collaborate with Product and Engineering teams to communicate recurring customer pain points and contribute to product improvement
• Proactively identify opportunities to improve support workflows and customer outcomes
• Provide onboarding assistance and training guidance to new customers as needed

Qualifications

Required:

• Strong written and verbal communication skills with an emphasis on clarity and empathy
• Demonstrated ability to troubleshoot technical issues and think critically under pressure
• Highly organized with the ability to manage multiple tasks and priorities simultaneously
• Self-starter comfortable working independently in a remote environment
• Ability to travel up to 50% as needed to support customer onboarding and adoption initiatives. Candidates must reside within 50 miles of a major U.S. airport.

Nice to Have:

• Experience supporting a SaaS product or working in a software company
• 1–3 years of experience in a customer support, technical support, or product support role
• Familiarity with CRM platforms
• Basic understanding of software, APIs, integrations, or technical configurations
• Experience in a startup or high-growth environment

Compensation & Benefits

Target total compensation of $75,000 annually, including a base salary of $60,000–$65,000, commensurate with experience, plus a variable implementation bonus.

• 401(k)
• Health, Dental, and Vision Insurance
• Health Savings Account (HSA) & Flexible Spending Account (FSA)
• Life Insurance
• Paid Time Off
• Flexible, remote-friendly work environment

Why Join Vantage Point?

• Be part of a collaborative, customer-obsessed team that genuinely cares about the people it serves
• Work on meaningful problems that have direct impact on customer experience
• Opportunities for professional development and career growth
• Flexible remote work schedule

Pay: $60,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Work Location: Remote