Why I Chose a Career in Product Support

When I first left a career in education to join the world of tech, I did not expect to find a passion for product support. I thought my future would entail instructional design, customer success, or product development. I had a Master in Education, two bachelor degrees, five years of experience in the classroom. And let's be honest: Product support does not have a reputation for being a highly engaging, respected career.

Product support is widely seen as an entry point to technology. And it is. But not for the reasons many think. Similar to teaching, many view product and customer support as a job you end up in, not the job you set out to get. And similar to teaching, the skills required to do it well are vastly underestimated.

Problem-solving and human connection are at the heart of product support. Both of those are short hand terms for complex skills that require prioritization, creativity, technical knowledge, attention-to-detail, empathy, systems-based thinking...and the list goes on.

Product support specialists help elevate products and businesses when they are invited to operate at the nexus of customer service, product, customer success, and sales to drive product and process improvements. We know the product inside and out. We know customers inside and out. No one has a better pulse on use cases, pain points, roadblocks, or bugs because support specialists help customers solve problems every single day.

It's an exciting, challenging, and rewarding place to be.