Product Support Specialist at Thoropass

We’re Thoropass, a New York-based compliance automation company founded in 2019. Hundreds of fast-growing businesses rely on our platform, expert services, and partner network to achieve and maintain SOC 2, ISO 27001, GDPR, HIPAA, PCI DSS, and other security and privacy frameworks. Backed by investors including J.P. Morgan, PayPal Ventures, and Bain Capital, we’re expanding quickly and looking for a Product Support Specialist to join us remotely and help customers and internal teams solve technical issues with confidence.

Responsibilities

• Diagnose and resolve customer-reported issues by investigating logs, reviewing content mappings, and escalating to engineering when needed.
• Prioritize bugs and feature requests based on customer impact and urgency, then communicate clear updates to both customers and internal teams.
• Upload and manage compliance-framework content, handle data transfers, and process deletion requests for trial or churned accounts.
• Create and maintain Help Center articles, internal troubleshooting guides, and bi-weekly product updates so customers can solve problems on their own.
• Lead training sessions and develop materials that help both internal colleagues and external users get the most from the platform.
• Build custom reports and metrics that match each customer’s specific data needs.
• Propose creative, low-code fixes when engineering resources aren’t immediately available.

Must-haves

• At least two years of professional experience, ideally in a product-support or technical-support role.
• Strong written and verbal communication skills with the ability to explain technical concepts clearly.
• Proven ability to stay calm and focused while handling high-pressure situations.
• Hands-on experience with G Suite, web-based tools, Jira, and Jira Service Desk (or equivalent ticketing systems).
• Experience designing training materials and delivering sessions for both internal and external audiences.
• Comfort working across time zones and adapting quickly when priorities shift.
• Fluency in English.

Nice-to-haves

• Familiarity with Datadog for log analysis.
• Working knowledge of SQL, Python, or JavaScript.
• Previous experience with content-management systems.
• Background in retail or another customer-facing industry.

Benefits

• Remote work from anywhere.
• Competitive base salary.
• Exceptional private healthcare coverage.
• Early equity in a fast-growing Series C company.
• Unlimited PTO.
• Home-office equipment stipend.
• Monthly wellness and home-Wi-Fi allowance.