Product Support Specialist
Vor 5 Tagen
Dovetail is the world’s leading customer insights hub, helping thousands of teams build better products. From user feedback and customer interviews to support tickets and sales calls, Dovetail helps you uncover insights fast—no matter the method. Driven by ambition and innovation, the Dovetail team is customer-obsessed and on a mission to help the world improve the quality of every thing. Join the ranks of Atlassian, The New York Times, Spotify, Universal, Porsche, Starbucks, and thousands more as they put their customer first with Dovetail and improve the quality of their thing.
Founded in 2017 by Benjamin Humphrey and Bradley Ayers, Dovetail has 100+ employees across offices in Sydney and San Francisco.
We believe that customer support should always feel like an extension of our product experience. As we set ourselves up for the next stage, we are looking for someone excited about the opportunity to ensure that our customer base continues to have an amazing experience across all our customer-facing platforms, engaging with them both directly and publicly to solve their issues and connect them with the right resources to do their best work.
As a Product Support Specialist at Dovetail, you’ll contribute to the future of our product by surfacing customer feedback to our product teams, and by working cross-functionally with finance, legal, and security teams.
What you'll do- Support customers in end-to-end engagement. Own all customer communications and support issues from initial contact through to resolution. You’ll triage all inbound conversations, and escalate conversations to relevant teams such as product, finance, legal, and security.
- Partner with engineering teams. You’ll work alongside our product teams to escalate any support issues that require technical investigation. You’ll triage and gather all the relevant details about a potential issue to help them investigate efficiently.
- Streamline systems and processes. Lead initiatives to improve all areas of the support experience. From internal knowledge sharing, to building automated workflows to help proactively support our customers.
- Become a Dovetail expert. You’ll develop intimate knowledge of how Dovetail works, and what Dovetail is capable of, so that you can effectively help our customers.
- Be a close partner to the team in SF. You’ll work with your counterparts and the rest of the team in SF to learn and get equipped with the knowledge and skills to efficiently support our customers with their product questions and requests.
- Put the customer first. You love helping customers daily. With experience in customer support, you excel in concise communication. You have top-notch customer service skills and can effectively engage with both technical and non-technical users by adapting your communication approach.
- Product love. Passion for technology and for Dovetail’s product mission.
- Ability to switch contexts rapidly. You’ll be able to quickly react to things throughout your day and shift priorities based on the urgency needed.
- Technical troubleshooting skills. Experience troubleshooting technical issues, including SSO configuration, APIs, and integration setups. Ability to reproduce bugs within Dovetail and through integrations across various environments (different browsers, operating systems, plans).
- Ambitious and eager to learn. You’re motivated by improving your skills and growing alongside an exciting startup as we scale our customer operations. Familiarity with SQL, APIs, and GitHub is not required, but a strong curiosity to learn in these areas is highly desirable.
At Dovetail, we’re passionate about building and fostering an environment where every team member feels supported and valued. We celebrate individualism, welcoming everyone to show up as their authentic selves every day. It’s no secret that diversity builds the best teams, large or small, so we highly encourage applications from people who identify as part of an under-represented group. Please take a peek at Dovetail’s commitment to Program 50/50 and hear why we’re officially a Great Place to Work on our careers page for more info
Benefits- Equity for everyone. We put our money where our mouth is. No matter your role, we provide equity for all along with competitive salaries. See your investment grow as Dovetail grows.
- Equal parental leave. We offer an inclusive framework of 20 weeks equal paid leave to support new parents. Every family is unique, so you make the call how you’d like to take care of what matters most.
- Modern and pet friendly offices. Bring your pooch to our modern, ergonomic offices in the heart of Surry Hills. We also host monthly events for the whole team to connect and unwind.
- Flexible work-life balance. Whether you're a parent, student, or juggling a million things, we get it. While we're an office-first culture, we work together to make your schedule work for you.
- Develop and grow. Take a course, attend a lunch and learn, or head to a conference to help you grow We love to support you any way we can, so expect Dovetail to be your #1 fan when it comes to achieving your career goals.
- Extra paid days off. Enjoy ad-hoc KitKat days to take a step back and spend it however you like. Hit the beach, spend time with your family, pick up that hobby you’ve been meaning to try, or anything in between
- Health is wealth. We believe that everyone has the right to mental wellness and support. So every Dovetailer has access to Uprise (Employee Assistance Program) for themselves as well as their families.
- Floating public holidays. Public holidays don’t always align with when you want to take leave. So the choice is yours when it comes to swapping public holiday leave for a later date. You do you
-
Technical Product Support Specialist
vor 4 Wochen
Sydney, Österreich Peoplebank Australia Ltd VollzeitOur client is the engine behind the world's most important applications in healthcare, business and government. Everything they build is designed to drive better decisions, actions, and outcomes for the people who stake their lives and livelihoods on their technology.We are looking for a Technical Product Support Specialist to join their team. You will be...
-
Product Specialist
vor 4 Wochen
Sydney, Österreich Wisetech Global Limited VollzeitWiseTech Global is changing the world of logistics through technology. We build products using the latest software tools and the best hardware platforms and take pride in delivering solutions that make a significant difference for our customers, partners, staff, shareholders, and the logistics industry at large.Role OverviewJoin us as a Product Specialist in...
-
Specialist, Product Architecture
vor 2 Wochen
Sydney, Österreich Insurance Australia Group Limited VollzeitPress Tab to Move to Skip to Content Link Select how often (in days) to receive an alert: Create Alert Create impact as a Product Architecture Specialist Join the largest general insurance group in Australia and New Zealand YOUR ROLE Join us as a Product Architecture Specialist within IAG’s Intermediated Insurance Australia (IIA) division,...
-
Production Support Specialist
vor 4 Wochen
Sydney, Österreich Ambition Group VollzeitProduction Support Specialist 12 months engagement Location: Hybrid working, Sydney CBDStart Date: ImmediateGlobal business seek a talented and motivated Production Support Specialist to support them on a 12 months engagement in Sydney. Responsibilities:As an experienced Production Support Specialist, you will be responsible for the following:Level 3 support...
-
Senior Application Support Specialist
vor 4 Wochen
Sydney, Österreich Snow Software VollzeitThe Senior Application Support Specialist (Level 2) is there to provide dynamic and exceptional deep level quality technical support to our customer and partner base. Bringing all experience, individual expertise and resources coupled with wider Snow resources and expertise to deliver a superior level customer service experience.This is a Hybrid role we do...
-
Product Specialist
Vor 5 Tagen
Sydney, Österreich Viedoc Technologies AB VollzeitWho we are and what we do:At Viedoc, we design engaging software that modernizes clinical research so that necessary treatments can reach the people who need them faster.We accomplish this by combining technology and a creative design to streamline, automate and simplify conventional processes within clinical research. Simply put, Viedoc makes every aspect...
-
Product Specialist
Vor 4 Tagen
Sydney, Österreich eFinancialCareers Ltd. VollzeitAt Allianz, we're proud to be one of the world's leading insurance and asset management brands, with a workforce as diverse as the world around us.We care about our customers, which is why we hire the very best people to further our commitment to securing the future of our customers, partners, and the community so we're ready when they need it most.We offer...
-
Post Production Support Specialist
vor 3 Wochen
Sydney, Österreich eFinancialCareers Ltd. VollzeitWhat we are looking forThe Post Production Support Specialist (PPSS) supports customers post go-live of the Charles River Investment Management Solution (CRIMS) implementation. Their contributions include defining new client requirements, configuring and tuning the application to the client's business and technical needs, training users, testing workflows...
-
Product Specialist
Vor 4 Tagen
Sydney, Österreich Allianz Popular SL. VollzeitAt Allianz, we’re proud to be one of the world’s leading insurance and asset management brands, with a workforce as diverse as the world around us. We care about our customers, which is why we hire the very best people to further our commitment to securing the future of our customers, partners, and the community so we’re ready when...
-
Product Specialist
vor 4 Wochen
Sydney, Österreich Wisetech Global Limited VollzeitAt WiseTech Global, our people and teams worldwide are aligned in our vision to create the operating systems for global logistics. Our customers use our software to run their global logistics businesses and part of this end-to-end solution.As a Product Specialist, you see our customers challenges as opportunities. You use your knowledge of analytics to get...
-
Product Support Engineer
vor 2 Wochen
Sydney, Österreich Daikin Australia VollzeitOur Business:At Daikin, we draw upon our many years of experience to provide air conditioning solutions to our customers to achieve superior comfort levels in residential and commercial environments. As a leading air conditioning company, Daikin has earned a reputation of world-leading performance, technological advancement, quality, and reliability. We have...
-
Senior IT Support Specialist
vor 3 Wochen
Sydney, Österreich eFinancialCareers Ltd. VollzeitSenior IT Support Specialist Susquehanna International Group, LLP Sydney, Australia Senior IT Support Specialist Susquehanna International Group, LLP Sydney, Australia Posted 3 days ago Contract Competitive Senior IT Support Specialist OverviewSIG is looking for a Senior IT Infrastructure Support Specialist. In this role, you will use...
-
Post Production Support Specialist
vor 4 Wochen
Sydney, Österreich State Street VollzeitWhat we are looking forThe Post Production Support Specialist (PPSS) supports customers post go-live of the Charles River Investment Management Solution (CRIMS) implementation. Their contributions include defining new client requirements, configuring and tuning the application to the clientâs business and technical needs, training users, testing...
-
Product Specialist
Vor 6 Tagen
Sydney, Österreich Wisetech Global Limited VollzeitAt WiseTech, our people are aligned in our vision to be the operating system for global logistics. We are an industry leading software company and we support our customers by creating technology that allows them to manage the movement of goods from Point A to Point B. We have over 17,000 customers across 180 countries, including 24 of the top 25 global...
-
Product Specialist
vor 2 Wochen
Sydney, Österreich Wisetech Global Limited VollzeitAt WiseTech, we build the software that powers global logistics. From emerging freight forwarders to established leaders like DHL and FedEx, our software solutions allow them to maintain truly resilient supply chains. Our teams are tasked with solving deeply complex industry problems, revolutionising the logistics industry.Role overviewJoin us as a Product...
-
Product Specialist
vor 2 Wochen
Sydney, Österreich Endotherapeutics VollzeitProduct Specialist (Plastics & Medical) - NSW Pharmaceuticals & Medical Devices (Healthcare & Medical) Endotherapeutics is a leading medical devices distributor representing several international manufacturers who provide cutting edge technology in a variety of specialty medical sectors. The company has had a strong reputation since 1999 for providing...
-
Product Specialist
Vor 4 Tagen
Sydney, Österreich Wisetech Global Limited VollzeitWe are looking for an ambitious Product Manager in Singapore with experience building accounting software. You will be responsible for the functional testing of our financial and accounting products, designing and implement key solutions as well as writing requirements/specifications for our development teams.Are you a data wizard? Are you are energized by...
-
Product Specialist – Air Freight
vor 4 Wochen
Sydney, Österreich Wisetech Global Limited VollzeitJoin our dynamic team at our Sydney Head Office, where over 30 dedicated teams, each specialising in logistics solutions, are committed to tackling complex challenges within the industry. We are seeking a Product Specialist with a deep understanding of air cargo processes to leverage their expertise and knowledge of the air freight industry to help guide the...
-
Product Specialist – CRM
vor 4 Wochen
Sydney, Österreich Wisetech Global Limited VollzeitAt WiseTech Global, our people and teams worldwide are aligned in our vision to create the operating systems for global logistics. Our customers use our software to run their global logistics businesses and part of this end to end solution is our CRM module.As a product specialist, you see our customers challenges as opportunities. You use your knowledge of...
-
Product Specialist – CRM
vor 3 Wochen
Sydney, Österreich Wisetech Global Limited VollzeitAt WiseTech Global, our people and teams worldwide are aligned in our vision to create the operating systems for global logistics. Our customers use our software to run their global logistics businesses and part of this end to end solution is our CRM module.As a product specialist, you see our customers challenges as opportunities. You use your knowledge of...
