Convey·12 days ago
Do you thrive in high-impact, fast-paced environments where reliability truly matters? We’re looking for a Sr. Product Support Specialist to serve as a trusted technical advisor for our Premier customers—owning execution, troubleshooting complex issues, and ensuring critical notifications and alerts go out without disruption.
This role sits at the intersection of customer support, cloud operations, and engineering, with real responsibility during urgent and extreme weather events. You’ll provide white-glove service, coordinate across internal teams, and act as the voice of the customer internally.
What you’ll do:
Be the primary technical support contact for select Premier customers
Own end-to-end execution of customer notifications and alerts
Troubleshoot processing delays and complex technical issues
Coordinate closely with Cloud Ops and Engineering teams
Deliver white-glove services, technical workshops, and customer training
Participate in QBRs and present insights to executive stakeholders
Support customers during high-pressure, time-sensitive events
What we’re looking for:
3+ years in customer-facing support roles (enterprise preferred)
Strong troubleshooting and incident response experience
Ability to coordinate across multiple technical teams
Experience with SQL, BI tools (Power BI, Metabase), APIs, or integrations
Comfort reviewing JavaScript or Node.js (big plus)
Calm, confident communicator under pressure
Customer-first mindset with strong ownership and accountability
What You’ll Gain
A critical, high-impact role supporting enterprise customers.
Exposure to leading communication technologies.
A collaborative and innovative team environment.
US-BASED ROLES ONLY - BENEFITS
Fully covered Medical, Dental, and Vision coverage for employees
Cost share for dependents
401(K) plan with company match
Fully covered STD/LTD
Employee Assistance Program (EAP)
Paid Maternity Leave
12 weeks of paid parental leave for birthing parent
Paid Paternity Leave
Flexible PTO policy - We trust employees to manage their time effectively and take time off as needed to maintain a healthy work-life balance. Discretionary time off is unlimited, subject to manager approval and business needs.
12 paid holidays throughout the year, including winter recess for all employees between December 25th-January 1st
On-site gym available for free use in Denver, CO for employees based in the Denver area
Convey (formerly Message Broadcast) is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.