About the Company
1840 & Company is a global organization focused on delivering innovative business solutions that help companies grow, scale, and succeed. Operating in over 150 countries, we support organizations through a range of workforce, operational, and business services designed to drive efficiency and long-term success.
About the Job
We are looking for a technically sharp Bilingual Product Support Specialist who thrives on investigating and solving software problems. This isn't a script-following role — you'll be working directly with customers to diagnose issues across SaaS and desktop environments, digging into logs and error states to find root causes, and communicating clearly with both technical and non-technical audiences. You'll be the first line of investigation on incoming support tickets, handling triage, troubleshooting, and resolution for a wide range of product issues. When something needs to go deeper, you'll know when and how to escalate, and you'll document what you find along the way to make the whole team smarter. WHAT YOU'LL DO Investigate, triage, and resolve customer-reported issues across our SaaS platform and desktop applications, using logs, error states, and internal tooling to determine root cause. Handle a high volume of concurrent cases with disciplined follow-up, ensuring nothing falls through the cracks. Reproduce and document product bugs with enough technical detail that Engineering can act on them without additional back-and-forth. Evaluate browser console logs, network requests, and application errors to isolate whether issues are configuration, environment, or product-related. Escalate complex or unresolvable issues to Senior Specialists or Engineering with clear context, reproduction steps, and impact summary. Complete technical tasks submitted by Customer Success Managers on behalf of their customers — configuration changes, data validation, account updates. Contribute to internal and external knowledge base articles, capturing solutions to recurring issues so customers and teammates can self-serve. Identify and surface patterns in customer issues to Support leadership as actionable feedback for Product and Engineering. Work across teams — CS, Product, Engineering — to close the loop on customer issues efficiently.
