[Remote] Associate Product Support Analyst, Overnight

Note: The job is a remote job and is open to candidates in USA. Stack Exchange is a highly regarded community-based platform known for enhancing productivity and fostering innovation. They are seeking a dedicated overnight Product Support Analyst to serve as the primary contact for customer support during late-night hours, ensuring timely assistance with technical issues and maintaining a commitment to 24/7 support. Responsibilities • Respond to customer inquiries and support requests via email. • Troubleshoot and resolve basic technical issues related to the SaaS product. • Guide customers through standard procedures, such as account setup and password resets. • Document all support interactions and resolutions in the ticketing system. • Identify and escalate complex or unresolved issues to senior support agents or other internal teams. • Maintain and update a knowledge base with new solutions and FAQs. • Collaborate with team members to share knowledge and improve support processes. • Provide a positive and helpful experience to all customers. Skills • Proven experience in a technical support or customer service role, preferably with a SaaS product. • Strong problem-solving skills and the ability to reference product documentation. • Excellent written communication skills; you'll be communicating through email. • Self-motivated and able to work independently with minimal supervision. • Flexibility and reliability to work overnight shifts on a consistent schedule. • Experience with support ticketing systems (e.g., Freshdesk, Zendesk, Salesforce Service Cloud) is a plus. • Experience working a third/night/graveyard shift. • Understanding, interest in, or use of stackoverflow.com. • Experience setting up or administrating single-sign-on. • Familiarity with Information Technology policies at medium to large companies. • Experience in reading an API spec and helping a customer understand it. • Experience writing basic CLI apps, preferably in Python. Benefits • Generous paid vacation • Generous parental leave (16 weeks at 100% pay), family care leave, and unlimited sick days • Equity for all employees at all levels • Industry-leading health benefits that are applicable per country of residence for all our full-time employees • Company-paid Life Insurance • Home Internet stipend • Professional allocation for your growth and development • One-time allowance to assist with your home office setup • Company-paid access to Calm, Bravely, LinkedIn Learning, MyAcademy and Overdrive Company Overview • Stack Overflow is a platform for developers and programmers to share knowledge and solve coding challenges. It was founded in 2008, and is headquartered in New York, New York, USA, with a workforce of 201-500 employees. Its website is http://www.stackoverflow.com. Apply tot his job Apply To this Job