We are looking for a Product Support Specialist to join our Customer Operations – Support team.
In this role, you will be a key point of contact for customers, ensuring high-quality technical and functional support and contributing to customer satisfaction while meeting SLA commitments. You will collaborate closely with Product, Engineering, Customer Success, and Professional Services teams to resolve complex issues and continuously improve our support services.

Customer Support & Issue Resolution
Provide technical and functional support on Trace One products.
Own and manage support cases from opening to resolution.
Ensure compliance with SLA commitments and maintain accurate case records.
Reporting to customers and Customer Support Manager on domain-related issues.

Participate in support reviews and maintain strong customer relationships through proactive engagement.

Work cross-functionally with other departments to maintain consistent quality of customer interaction.
Contribute to process improvements and support-related projects.





The position entails domestic travel and occasional international travel, as operational needs require.

2+ years of experience in technical or functional support (SaaS or On-Prem environments) .
~ Familiarity with support tools and case management best practices.
~ English (B2 / Fluent)
~ Local language required

Bachelor’s degree in Computer Science or related field
Knowledge of databases and SQL

Soft skill training
Unlimited LinkedIn Learning account
Applications may be submitted via LinkedIn (please include your CV).
Trace One is a premier SaaS provider of Product Lifecycle Management (PLM) and compliance solutions, specializing in the food & beverage, cosmetics, personal care, and chemical industries. With over 30 years of expertise, we empower more than 9,000 brand owners worldwide to innovate, collaborate, and bring products to market faster while ensuring the highest standards of quality, compliance, and sustainability. Trus

📌 Product Support Specialist (Italia)
🏢 Trace One
📍 Italia