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.

What you’ll do:

• Be the primary technical support contact for select Premier customers

• Own end-to-end execution of customer notifications and alerts

• Troubleshoot processing delays and complex technical issues

• Coordinate closely with Cloud Ops and Engineering teams

• Deliver white-glove services, technical workshops, and customer training

• Participate in QBRs and present insights to executive stakeholders

• Support customers during high-pressure, time-sensitive events

What we’re looking for:

• 3+ years in customer-facing support roles (enterprise preferred)

• Strong troubleshooting and incident response experience

• Ability to coordinate across multiple technical teams

• Experience with SQL, BI tools (Power BI, Metabase), APIs, or integrations

• Comfort reviewing JavaScript or Node.js (big plus)

• Calm, confident communicator under pressure

• Customer-first mindset with strong ownership and accountability

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.