Role Description
The Support Specialist is the first point of contact for SpeakUp customers, owning the triage, response, and resolution of inbound Help Center tickets. This role also acts as the bridge between customers and Engineering, reviewing and routing incoming bug reports with detail Engineering needs to act on them. Beyond the support queue, the Support Specialist is technically confident in SpeakUp's no-code configuration tools and takes ownership of implementation and configuration for our core, low-tier, and low-touch accounts.
The role gives our lowest-touch and pool accounts a dedicated, reliable point of contact, freeing up Solution Delivery Specialists and Managers to focus on higher-touch, higher-complexity implementations. Given the volume of work this role does on behalf of pool and low-tier Customer Success accounts, it holds a dotted line into the VP of Customer Success to keep CS priorities visible alongside its primary reporting line into Solution Delivery. This is a great fit for someone who enjoys variety,



moves fluidly between reactive support and proactive project work, and wants to build a solid foundation in SaaS customer support and delivery.
Responsibilities
Ticket triage and response
Own the Help Center queue: triage, review, and respond to all inbound customer tickets within SLA.
Resolve first-line queries directly; escalate complex or technical issues to the right internal owner with full context.
Keep ticket records accurate and up to date, so account history is easy for the wider team to follow.
Bug triage and engineering handoff
Triage and review incoming bug reports from customers and internal teams.
Reproduce issues where possible, capture clear steps to reproduce, and log well-structured tickets for Engineering (for example, in Jira).
Track logged bugs through to resolution and keep affected customers informed.
Configuration and implementation
Configure and implement SpeakUp's no-code platform for low-tier customers, ensuring

📌 Support Specialist (India)
🏢 SpeakUp
📍 India