Sr. Product Support Specialist

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.

Key Responsibilities

• Act as primary technical liaison, providing real-time updates and issue resolution.

• Troubleshoot and resolve customer cases, file processing delays, and system performance issues.

• Coordinate with Cloud Ops and Engineering to execute customer tasks and resolve technical issues.

• Support Customer Success Managers in QBRs, executive presentations, and account strategy.

• Track customer enhancements, deliver reports/dashboards, and monitor incident response.

• Lead training/workshops to improve customer knowledge of products.

Qualifications

• 5+ years in customer-facing technical support or account management.

• Strong troubleshooting, problem-solving, and cross-team coordination skills.

• Experience with SQL, BI tools (Power BI, Metabase), and troubleshooting code (JavaScript/Node.js preferred).

• Excellent communication and relationship-building skills.

• Ability to work under pressure during urgent or high-impact events.

• Experience with SaaS, cloud platforms, messaging technologies, APIs, and integrations preferred.

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.