Product Support Specialist

Support at Velocy is not a ticket queue. It is the closest connection we have to how real teams are using the product every day. We are looking for a Product Support Specialist who sees that as an opportunity, not overhead.

You will be the first line of contact for users who need help, and the person who makes sure what you learn from those conversations shapes the product.

What you will work on

• Respond to user questions and issues across email and chat with clarity and speed.
• Diagnose and troubleshoot product issues and escalate bugs to engineering with enough context to act on them.
• Build and maintain a help center that reduces the volume of questions that do not need human answers.
• Identify patterns in support requests and share them with the product team as prioritized, actionable feedback.
• Contribute to onboarding materials that help new users get value from Velocy faster.

What we are looking for

• 2 or more years of product support experience at a SaaS company.
• Excellent written communication — clear, direct, and human, not scripted.
• Comfort with technical products and the ability to learn a new product quickly.
• A genuine interest in understanding user problems, not just closing tickets.
• Ability to work independently without constant oversight.

How we work

• Fully remote. Work from anywhere.
• Async by default. We trust you to manage your queue without micromanagement.
• Small team. Your feedback loop to the product is short and direct.
• We move fast and cut anything that does not serve the outcome.

What we offer

• High salary and equity with founder-friendly terms.
• Five weeks paid vacation plus local holidays.
• Health coverage based on your location.
• Home office or co-working stipend.
• Four months paid parental leave.
• Regular team off-sites.