I found several Product Technical Support Specialist positions in Cary, NC, within tech companies. You qualify for remote roles and there are 32 positions that meet your criteria, including those with a competitive salary package. You can check them out now.

Sure. Here's the analysis:

Job Analysis:

The Product Technical Support Specialist at Keen Decision Systems is fundamentally hired to bridge the gap between client needs and engineering solutions, ensuring that users receive timely and effective support for the company's marketing analytics platform. This role requires a unique blend of strong technical acumen and excellent communication skills, as the specialist must triage support tickets, document user experiences, and facilitate resolutions while also feeding crucial insights back to engineers. The responsibilities involve not just responding to user inquiries but proactively preventing future issues through process documentation and feature requests. Success in this role hinges on a candidate's ability to prioritize tasks under pressure, empathize with users, and maintain a strong attention to detail. An ideal candidate will be equipped not only with technical proficiency in tools like JIRA and Confluence, but will also possess a service-oriented mindset that recognizes the product's impact on broader marketing strategies. Performance within the first 6–12 months will likely be evaluated based on the reduction of recurring ticket issues, feedback from users on resolved tickets, and how effectively the candidate contributes to enhancing the overall user experience through operational improvements.

Company Analysis:

Keen Decision Systems operates in the fast-evolving SaaS market, focusing on marketing analytics and decision optimization. As a recognized player in the space, Keen's growth trajectory and innovative approach position it as a disruptive force in an industry traditionally plagued by inefficiencies in linking marketing spend with revenue outcomes. The company fosters a conscious culture that prioritizes employee well-being—evidenced by its unique Monday-Thursday work schedule—which reflects a commitment to work-life balance and productivity. This cultural aspect is crucial for someone in the Product Technical Support Specialist role, where the constant interchange between user feedback and technical solutions is critical to success. The specialist will not only work within a team-centric environment, collaborating with various departments, but their contributions will have significant visibility and impact on product development decisions. Hence, the role is strategic, aimed at supporting Keen's long-term objectives of enhancing user satisfaction and optimizing product functionality, which directly corresponds to the company's business goals.

Absolutely. Here are some mock interview questions that could come up:

• Tell me about a time when you had to resolve a technical issue for a user under a tight deadline. What was the situation, and how did you handle it?
• Can you describe an experience where you had to communicate a complex technical problem in a way that was understandable to a non-technical user?
• How do you prioritize the different support tickets that come in? Can you give an example of how you’ve managed multiple requests effectively?
• What steps would you take to document a user support issue to ensure that the resolution could prevent it from recurring in the future?
• How would you approach testing a solution provided by an engineer once code has been pushed into the development environment?
• Describe your experience with JIRA and how you have used it to manage support tickets in a previous role.
• What are some best practices you implement when maintaining documentation in Confluence or similar tools?
• Imagine you receive a support ticket for a product feature that is consistently causing problems for users. How would you handle this situation?
• Why are you interested in working at Keen Decision Systems specifically, and how do you think your background aligns with our mission?
• What do you think are the biggest challenges facing a Product Technical Support Specialist in a fast-paced SaaS environment, and how would you address them?
• How would you incorporate user feedback into enhancing product features?
• Do you have any questions regarding our company culture or work-life balance initiatives?
• What would you like to know about our team dynamics and how this role interacts with product development?
• How do you stay current with industry trends in SaaS and technical support, and how could that benefit your role here?