Product Support Specialist I

At Neostella, our mission is simple: empower legal teams to work smarter, faster, and more reliably. We deliver advanced technology solutions and satellite team support that streamline operations, boost efficiency, and transform the way firms and corporate legal departments work day to day. We’re relentlessly customer-centric. Everything we do is in service of making our clients’ work easier and helping them deliver better experiences to their clients. We’re also a true team: supportive, scrappy, and always in it together. We believe in showing up for one another, rolling up our sleeves, and celebrating the wins. It’s who we are, and it’s how we help our customers succeed. Neostella is in hyper-growth mode, leveraging cutting-edge technology to solve real challenges for our clients. And we’re looking for driven, people-first professionals to help us scale with purpose and heart. As we continue to expand, we are seeking a Product Support Specialist I to join our team!

The ideal candidate will serve as the first line of support for Neostella products, with strong analytical skills, excellent communication, and the ability to handle a variety of issues. They will collaborate with other Support Specialists and Product and Development teams to escalate and resolve more complex problems while maintaining a high standard of service. The growth potential and opportunities here are endless and we want you to be a part of our journey. Curious what your day would look like as a Product Support Specialist I? Check out the details below!

Key Responsibilities:

• Serve as the first point of contact for product support inquiries.
• Respond to tickets, emails, chats, or calls in a professional and timely manner.
• Log, monitor, and categorize incoming support requests across supported product lines.
• Apply standard operating procedures (SOPs) to resolve common technical issues.
• Perform initial diagnosis and troubleshooting of application-related problems.
• Escalate complex or unresolved issues to Product and Development teams support using established protocols.
• Document troubleshooting steps and outcomes in the knowledge base.
• Support customers with product-related questions, configurations, and basic usage guidance.
• Collaborate with the team to ensure compliance with service level agreements (SLAs).
• Participate in team meetings to share updates, recurring issues, and opportunities for improvement

Requirements

• 2+ years of experience in IT Support functions.
• B2–C1 level proficiency in English (written and spoken).
• Strong knowledge of Neostella products and related technical terminology (AWS, SharePoint, Dropbox).
• Experience creating, updating, and maintaining knowledge base articles and internal documentation.
• Strong written communication skills with the ability to translate technical issues into clear, customer-friendly explanations.
• Proven ability to analyze issues, identify root causes, and apply effective solutions.
• Strong organizational skills and ability to prioritize tasks under pressure.
• Excellent attention to detail in work and communication.
• Willingness to work on Colombian holidays.
• Completion of an assessment is required.

Nice to Have:

• Familiarity with ticketing systems (e.g., Zendesk, Jira, ServiceNow).
• Basic understanding of cloud platforms, file-sharing systems, UI Support of SaaS platform offerings.
• Interest in developing skills in APIs, JSON, or scripting languages.
• Familiarity with spreadsheets (particularly Google Sheets) and experience working with Confluence documentation.

Benefits

You will have Undefined Contract, a fast and deep growing career path, pre-paid health insurance coverage with Sura for you and one additional member of your family, flex time, flexibility to work from home or in the office, yearly ophthalmological health bonus, and the opportunity to improve your English skills by working side-by-side with international teams and projects, apart from fully personalized English classes, and more!

*All resumes and application answers must be in English