Why This Job is Featured on The SaaS Jobs
Support roles in SaaS increasingly sit at the intersection of product, engineering, and customer outcomes, and this Product Specialist position reflects that shift. The work centres on diagnosing platform issues, collaborating with R and D, and translating technical findings into clear guidance, which is characteristic of mature SaaS products where reliability and adoption depend on high quality support interactions.
For a SaaS career, the role builds durable skills in troubleshooting within a complex application, communicating across technical and non technical stakeholders, and contributing to a reusable knowledge base. The exposure to Scrum routines and incident review also mirrors how SaaS teams manage production issues and continuous improvement, offering experience that carries into roles in solutions engineering, technical account management, or product operations.
This position tends to suit someone who enjoys structured problem solving and can move between investigation, customer communication, and documentation without losing detail. It is also a strong match for professionals who want hands on familiarity with a SaaS platform’s real world usage, and who value learning through varied cases rather than narrow, repetitive workflows.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Join our mission to transform support!
At Coveo, we see technical support differently. Our mission is to make every interaction memorable and impactful, where employees, partners, and customers find solutions that help them achieve their goals. If you’re looking to transform support into a positive and innovative force, this opportunity could be for you!
Far from the stereotypes of traditional call centers, Coveo's support team operates differently. No rigid hierarchies or isolated cubicles: here, you’ll join a team of experts who are passionate about technology and deeply knowledgeable about the Coveo platform. As a product specialist, you’ll be on the front lines, working hand-in-hand with our clients to ensure they get the most value from our technology and enjoy an exceptional experience at every step.
Sounds interesting? This is what it looks like on a daily basis:
You start your day by reviewing your ongoing cases, identifying the actions needed, and planning your day accordingly. Then, you join the team for a Scrum meeting to go over incidents and support requests. It’s the perfect opportunity to gain a fresh perspective!
Back at your desk, a new support case is assigned to you. Without hesitation, you contact your client to make sure you have all the necessary information to dig deeper into your investigation. After a discussion with your R&D colleagues, you gain additional insights into the more technical aspects of the platform.
With that missing piece in hand, you resolve the support case! You immediately document the solution in the record, providing a detailed explanation to enrich the knowledge base.
Speaking of knowledge sharing, you also take the time to offer proactive support by creating knowledge articles and sharing your findings so that colleagues and clients can reuse them in similar situations.
Now, it's time to focus on your professional development, whether through continuous learning or by participating in service improvement projects. You’re given dedicated time just for that!
Before wrapping up your day, you take one last look at your cases to make sure nothing has been overlooked.
Here is what will qualify you for the role:
You believe that every work experience is an opportunity for learning and growth.
You are passionate about technology and web development.
You have knowledge of Python, JS, CSS, and HTML.
You are comfortable with communication, both written and verbal, and can interact professionally in English, as you will primarily be working with our clients based in the United States.
What will make you stand out:
You are organized and capable of juggling multiple priorities without losing track.
You thrive in a fast-paced environment and draw energy from it.
You believe in teamwork and collaboration, and you excel at solving complex problems!
Do you think you can bring this role to life? Or add your own color? You don’t need to check every single box; passion goes a long way and we appreciate that skillsets are transferable.
Send us your application, we want to hear from you!
Join the Coveolife!
We encourage all qualified candidates to apply regardless of, for example, age, gender, disability, gaps in CV, national or ethnic background.
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