Back to jobs

Enterprise Product Support Specialist

Lehi, Utah

At Podium, our mission is to help local businesses win. Our lead conversion platform, powered by AI and integrations, helps local businesses convert leads faster, communicate easier, and make more sales. Every day, thousands of local businesses utilize our review management, communication, marketing, and payments products. 

Our work and focus on helping local businesses thrive has been recognized across the industry, including Forbes’ Next Billion Dollar Startups, Forbes’ Cloud 100, the Inc. 5000, and Fast Company’s World’s Most Innovative Companies.

At Podium, we believe in fostering a culture that thrives on hiring and developing exceptional talent. Our operating principles serve as a compass, guiding daily behavior and decision-making, and ensure we hire people who will thrive at Podium. If you resonate with our operating principles and are energized by our mission, Podium will be a great place for you!

The Enterprise Product Support Specialist role is a specialty position within Podium’s Technical Support Team. We are seeking experienced, forward-thinking candidates who will quickly become product experts, effectively helping our customers with a mix of world-class troubleshooting and instruction related to the business operations and success of Podium’s strategic accounts. Fusing technical aptitude with customer empathy to enhance the customer experience. While direct customer assistance related to the general business operations and success of utilizing Podium will be your core focus, a key component of success in this role is active collaboration between our Enterprise Customer Success and Support teams. This role will serve as the glue between these teams, working to triage active issues and identify trends to help our enterprise customers improve their business operations and see more value in Podium’s tools. In connection with Podium training and guidelines, you will exercise your own independent judgment and discretion as you perform the following duties:

What You Will Do

  • Serve as the primary point of contact to answer questions, troubleshoot, and resolve issues related to the business operations of our largest customers through phone, email, chat, and other channels, exercising discretion in prioritizing and addressing customer needs.
  • Use exemplary soft skills, best practices, and creativity to delight our customers in every interaction.
  • Leverage contact and account-level context to provide bespoke experiences for Podium users, making judgment calls on personalized service strategies related to the business operations of our customers.
  • Draft and adhere to technical documentation for Enterprise accounts to ensure continuity and facilitate prompt resolution while also deviating from the standard processes when favorable for the success of the customer.
  • Develop relationships of trust with the management and operations teams of our largest customer accounts.
  • Proactively surface customer risks and opportunities related to their business operations, ensuring alignment with the goals of enhancing overall customer satisfaction and maximizing net retention, through frequent collaboration with Enterprise Customer Success Managers.
  • Provide critical customer feedback with your team to inform product decisions.
  • Develop thorough expertise in each of Podium’s products to provide the highest possible level of service to all customers, using your independent judgment to determine the best Podium products and solutions for our largest clients.
  • Frequently engage in ad hoc project work on behalf of our customers or department.
  • Develop smart, innovative solutions to continually drive efficiency while enhancing the customer experience, independently using your own good judgment to create and implement these solutions.
  • Contribute to Podium culture and progress, ensuring this team and our services are strategic advantages in a competitive marketplace.

What You Should Have

  • Experience in Customer-Facing Roles: 2-3 years of experience, ideally within a SaaS business, demonstrating a customer-first attitude and strong sense of empathy.
  • Technical Proficiency: Basic understanding of SQL for running ad-hoc queries and strong experience with Public APIs or previous SaaS integration. Basic understanding of various logging tools such as Kibana, Datadog, or Elastic Search. Understanding of HTML, CSS, and some JavaScript to debug and troubleshoot web-based errors.
  • Effective Communication Skills: Ability to clearly communicate and teach complex concepts to users with varying levels of software experience.
  • Problem-Solving and Influence: Demonstrated experience in influencing customers to find resolution or value, and improving processes to make them more efficient.
  • Founder Mentality: Ability to thrive in an open, team-based environment with a proactive, entrepreneurial mindset.
  • Documentation Skills: Ability to write and follow technical documentation, ensuring continuity and expeditious resolution for Enterprise accounts

How You Will Stand Out

  • Educational Background: Bachelor’s Degree in Business, IT, Psychology, Communication, or applicable work experience.
  • Product or Technical Support Experience: Proven experience in product or technical support, particularly in resolving critical problems for a range of customers, from small business owners to corporate executives.
  • Analytical and Data-Oriented Approach: Strong analytical skills and a data-oriented approach to problem-solving.
  • Web Technologies Proficiency: Experience with basic web technologies such as HTML or CSS.
  • Advanced Troubleshooting Skills: Proven ability to handle complex technical issues swiftly and effectively.
  • Strategic Thinking and Innovation: Ability to identify trends, provide critical customer feedback to inform product decisions, and develop innovative solutions to drive efficiency and enhance the customer experience using your own judgment.

Benefits:

  • Compensation: $28.84/hour
  • An open and transparent culture
  • Awesome opportunities for career growth
  • Competitive PTO accrual 
  • Great medical, dental, vision benefits
  • A stellar onsite gym with local professional coaches, morning and night classes offered
  • Life insurance, long and short-term disability coverage
  • Paid maternity and paternity leave
  • Bi-Weekly free lunch

 

Podium is an equal opportunity employer. Podium provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Select...
Select...
Select...

Work from home - Mon/Fri.
In-office - Tue/Wed/Thur.

Select...
Select...

Education

Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Podium’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.