Join Trace One
Are you looking for new professional challenges? We have an opportunity for you.
Context:
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.
Key Responsibilities:
Customer Support & Issue Resolution
- Provide technical and functional support on Trace One products.
- Handle customer inquiries and resolve issues efficiently.
- 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.

Escalation & Critical Situations
- Manage escalations and critical issues with timely communication.




- Coordinate with internal teams for resolutions.
- Participate in support reviews and maintain strong customer relationships through proactive engagement.

Collaboration & Knowledge Sharing
- Work cross-functionally with other departments to maintain consistent quality of customer interaction.
- Document issues and contribute to the knowledge base.

Continuous Improvement
- Analyze recurring issues and propose preventive actions.
- Contribute to process improvements and support-related projects.

The position entails domestic travel and occasional international travel, as operational needs require.
Key skills and requirements:
- 2+ years of experience in technical or functional support (SaaS or On-Prem environments) .
- Strong analytical and problem-solving skills.
- Excellent communication skills with the ability to handle sensitive situations.
- Familiarity with support tools and case management best practices

📌 Product Support Specialist (Italia)
🏢 Linkedin
📍 Italia