LogicGate · 9 hours ago
Product Support Technical Specialist
United States
Full-time
Remote
Entry, Mid Level
$80K/yr - $100K/yr
2+ years expLogicGate is a global leader in Governance, Risk, and Compliance (GRC) solutions. The Product Support Technical Specialist will coordinate the Service Request ticket lifecycle, ensuring effective communication and resolution of issues that affect the functionality of Risk Cloud, while maintaining accountability to Service Level Agreements.
ComplianceCyber SecurityEnterprise SoftwareRisk ManagementSaaSSoftware
Responsibilities
Own initial triage: Review all incoming SRs from Product Support, confirm severity and impact, and assign the appropriate priority level
Validate inputs: Ensure SRs are fully documented before escalation (reproduce steps, customer impact, logs/screenshots, environment details, links to original support tickets)
Resolve simpler SRs: Directly resolve lower-complexity SRs that don’t require full Engineering or Product involvement, using your understanding of Risk Cloud behavior and configuration
Routing & assignment: Assign SRs to the correct Engineering/DevOps squad or Product owner based on functional area and impact
SLA monitoring: Track SRs throughout their lifecycle to ensure response and resolution times meet defined SLAs
Unblock and escalate: Proactively chase blockers, drive follow-ups, and escalate when SRs are at risk of breaching SLAs
Queue health: Maintain a clean, organized SR backlog (clear owners, statuses, priorities) and regularly surface risk areas to Support leadership
Process ownership: Maintain and improve the SR workflow, including templates, fields, handoff checklists, and status definitions in Jira and the ticketing system
Single point of coordination: Serve as the central coordination point between Product Support, Engineering, DevOps, and Product Management for escalated issues
Status updates: Provide timely, clear status updates on SRs to Support leadership and, where needed, to customer-facing teams (CSM, Account Execs)
Expectation setting: Help set realistic expectations for timelines and impact with internal stakeholders, escalating when tradeoffs or difficult prioritization decisions are required
Post-issue follow-up: Coordinate post-incident reviews for major SRs, capturing actions and ensuring follow-through
Trend analysis: Analyze SR and support ticket data to identify recurring issues, patterns, and root causes across customers, products, and environments
Process improvements: Recommend and help implement process changes to reduce handoff friction, shorten time to resolution, and improve SR quality at intake
Product feedback loop: Summarize recurring SR themes and partner with Product Management to recommend functional product changes and configuration best practices that reduce future tickets
Reporting: Build and maintain simple reports/dashboards on SR volume, SLA adherence, backlog status, and top drivers for leadership
Qualification
Required
Minimum of 2 to 4 years in a technical customer service, support operations, or Service Desk coordination role, ideally within a B2B SaaS environment
Proven expertise in working with enterprise-level ticketing systems (e.g., Zendesk, ServiceNow, Salesforce) and adhering to strict SLAs
Demonstrated ability to analyze operational data and complex support workflows to identify inefficiencies, bottlenecks, and areas for automation or improvement
Proven skill in performing rapid, accurate functional and severity triage for high volumes of incoming issues
Exceptional communication (written and spoken), interpersonal, and relationship-building skills, with the ability to effectively interact with customers and internal stakeholders at all levels
Experience managing deliverables and timelines for cross-functional teams (Engineering, Product, Support) and driving accountability without formal reporting authority
A strong customer-centric approach with a proven track record of advocating for customer needs
Strong ability to document process flows, define process metrics, and create clear, action-oriented reports for leadership
Benefits
Generous PTO
Annual Company Holidays
Health Days
Summer Fridays
Access to LinkedIn Learning
Regular People Leader training
Internal Mentorship Program
Paid volunteer hours
Company
LogicGate
LogicGate is a technology company that offers cyber risk, controls compliance, and enterprise risk management services.
201-500 employees
H1B Sponsorship
LogicGate has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (6)
2023 (7)
2022 (7)
2021 (6)
2020 (14)
Funding
Current Stage
Growth StageTotal Funding
$156.02MKey Investors
Jump CapitalTechstars
2021-07-28Series C· $113M
2020-12-15Series Unknown· $8.75M
2019-12-17Series B· $24.75M
Leadership Team
Matt Kunkel
CEO
Dan Campbell
Co-Founder
Recent News
solutionsreview.com
2025-12-19
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2025-12-06
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