Product Support Specialist

At ButterCMS, we believe that content is at the core of every digital experience. As a Product Support Specialist, you will play a crucial role in empowering our customers to leverage our platform effectively. Reporting directly to Customer Success, you will own the responsibility of providing personalized technical advocacy and support for ButterCMS customers and potential customers. This role requires a blend of technical expertise, project management skills, and a customer-centric mindset.

About ButterCMS:

A modern alternative to WordPress, Butter is bettering the way teams build websites and apps.

We’re a SaaS startup that delivers value to Developers and Marketers through a headless, API-based CMS (Content Management System) and blogging platform. Butter is a developer-friendly CMS that enables developers to build modern apps while also providing their marketing teams with the tools needed to make website content updates. Our Software Developers and Marketers' customer base comes from a widely varied set of industries.

Our remote company culture thrives on the core values of Honesty, Respect, and Dependability that define the way we work as a team.

If working at a fast-growing startup excites you, then check out this position!

Key Responsibilities:

Provide Technical Support:

• Offer technical assistance to customers throughout pre-sales and post-sales processes.

• Address all technical product-related queries promptly and effectively.

Onboarding and Training:

• Develop and maintain comprehensive content and training materials to facilitate the onboarding and training of ButterCMS users.

• Ensure that onboarding materials are tailored to meet the diverse needs of both marketing, product owner, and web developer professionals

Customer Needs Assessment:

• Gather feedback from customers to identify areas for improvement and potential new features or products.

• Generate reports on product performance, and communicate feature requests, and customer feedback to internal teams

Sales Collaboration:

• Collaborate closely with the sales department to support business development efforts and drive sales growth.

• Leverage technical expertise to assist in winning new business and expanding ButterCMS's market presence.

Best Practices Establishment:

• Establish and promote best practices for utilizing ButterCMS effectively, ensuring customers maximize the value of the platform.

• Continuously evolve and refine best practices based on customer feedback and industry trends.

Requirements

Relevant Experience and Education:

• Completion of relevant software development boot camps, demonstrating a commitment to continuous learning and skill development regarding software development.

• Previous experience in technical consulting, Solution Engineering, Web Development or Implementation Management at a SaaS company.

Technical Background:

• Understanding of digital technologies, with a strong understanding of software and front-end development principles, including content management systems (CMS), APIs, and web development tools.

• Demonstrated proficiency in programming languages such as JavaScript, Ruby, Node.js, .NET, Swift, Java, Python, and

• ​​Understand web development, including common data formats (JSON), and standard API patterns (e.g. WriteAPI, ReadAPI)

• Troubleshooting experience with software development in one or more of our supported languages (JavaScript, Java, Ruby, .Net, PHP, Python, Objective-C, or Swift)

• Familiarity with HTML and CSS as well as web technologies like React, Angular, Next.js, REST APIs, CMSs, and CDNs.

Customer-Centric Approach:

• Aptitude for understanding customers' needs and requirements, with the ability to propose tailored solutions that address their challenges effectively.

• Proven track record of providing timely and relevant recommendations to enhance customer satisfaction and drive business outcomes.

• Excellent verbal and written communication skills, with the ability to articulate technical concepts in a clear and concise manner.

• Effective interpersonal skills to build rapport with customers and internal stakeholders, fostering collaborative relationships.

As a Product Support Speaclist at ButterCMS, you will leverage your technical expertise, communication skills, and customer-centric approach to drive customer success and satisfaction. Your ability to understand and address customers' needs, coupled with your solid technical background, will be instrumental in delivering exceptional support and guidance to our valued clients.

Benefits

• Hands-on experience growing and scaling a customer-loved SaaS product
• Competitive Salary
• Health Care Plan (Medical, Dental & Vision)
• HSA and DCFSA
• Retirement Plan with Company match (401k, IRA)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Training & Development
• Work From Home
• Tech perks