Sr. Product Support Specialist

About Convey

At Convey, formerly Message Broadcast, we believe mobile technology and conversational decision logic have transformed how businesses and their customers communicate. Our mission is to help people have natural, engaging conversations with the brands they trust—when, how, and where they want.

For over 24 years, we’ve partnered with the world’s most admired brands, ensuring they remain relevant and effective during the moments that matter most. By delivering automated and engaging conversations across voice, email, and text messaging channels, we empower businesses to connect with their customers seamlessly. Every day, millions of conversations are supported by our platform, helping businesses inform, enroll, educate, transact, confirm, and resolve, all while creating satisfied and loyal customers.

Position Overview
The Sr. Product Support Specialist serves as a trusted advisor for Premier customers, ensuring seamless execution of critical notifications and alerts. You’ll manage escalations, provide white-glove support, and coordinate with Cloud Operations, Engineering, and Customer Success teams to troubleshoot issues and deliver solutions. This role requires strong technical skills, problem-solving abilities, and a customer-first mindset. Quarterly travel and availability during high-impact events (e.g., extreme weather) are required.

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.