Product Support Specialist

Job Description

Company Description

Working at The Adaptavist Group

The Adaptavist Group is a global family of companies with a common goal. We combine the best of teamwork, technology, and processes, helping all kinds of businesses be better today and tomorrow.

We are experts at delivering enterprise software, tailored solutions, and quality services across some of the world’s most trusted technology ecosystems, including Atlassian, AWS, Slack, GitLab, monday.com and Aha!

We make change happen. From anywhere.

What we offer you

We offer a very generous holiday (PTO) allowance, trusting you to take vacation time that suits your personal life, alongside flexible working hours that empower you to work when it best fits you and your team. We provide MacBooks to all employees and additional support for fully remote workers to set up their home offices.

Our exceptional Time Away Policy includes 26 weeks of fully paid leave for birthing parents, 13 weeks for non-birthing parents, and extended leave for adoption, IVF, surrogacy, elective egg freezing, and women's health needs such as menopause, menstruation, endometriosis, and PCOS.

Our trusting, flexible, remote-first way of working means that work can fit around your life, rather than your life fitting around work.

Read our full list of benefits

Job Description

About the role

Are you a passionate support professional who thrives in fast-paced environments and finds joy in solving problems, improving processes, and putting customers first? At The Adaptavist Group, we’re building something new, and we want you to be part of it.

We’re expanding our support operations with a brand-new team based in South Africa, and we’re looking for Product Support Specialists to help us deliver outstanding SaaS support for our innovative Kolekti and Upscale product portfolios.

This isn’t your average support role. You’ll have the opportunity to shape how we do things, from processes and documentation to customer experience strategy. You’ll help us define what world-class support looks like in a modern, fully remote product company.

What you'll be doing

• Become a product expert on Mosaic, our flagship Kolekti app and provide stellar support across a handful of additional products.
• Handle a wide variety of support requests through our Jira Service Management (JSM) portal, from account queries to complex debugging and everything in between.
• Collaborate with engineers, product managers, and design teams to escalate and resolve user issues quickly and effectively.
• Help surface bugs, usability concerns, and recurring pain points to shape better products.
• Be part of our continuous improvement engine: close documentation gaps, suggest better workflows, refine our support processes, and own your impact.
• Champion our customers’ voices within the business—you’re not just solving problems; you’re shaping product strategy.
• Participate in our on-call weekend rota, ensuring continuity of service for our global user base.
• Contribute to the culture and identity of a brand-new support function—we’re building it together, and your ideas will matter.

Qualifications

What we're looking for

You're someone who cares deeply about user experience and thrives in a collaborative, remote-first environment. You might be a good fit if you:

• Have 3+ years of technical product support experience in a SaaS or B2B environment, ideally with exposure to escalation-level support.
• Are a confident and empathetic communicator in English, especially in writing.
• Can translate technical issues into plain language and help users truly understand the why behind the solution.
• Are instinctively curious, detail-oriented, and methodical in your troubleshooting.
• Have experience using platforms like Jira Service Management, Zendesk, or Freshdesk.
• Think critically and act independently, even when the path forward isn’t clearly defined.
• Have experience contributing to documentation and love empowering users to self-serve.
• Are excited to work closely with a global team of support professionals who work hard, support one another, and make time to unwind together each month.

A few nice to haves

While not required, any of the following would give you an edge:

• Familiarity with Atlassian tools like Confluence and JSM.
• Understanding of web fundamentals like HTML, XML, CSS, or browser dev tools.
• Experience analysing HAR files or logs for debugging.
• Exposure to REST APIs and tools like Postman.

Additional Information

Not ticking every box? That’s totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At ScriptRunner, part of TAG, we’re dedicated to creating a diverse and welcoming team. If you’re passionate about this role and keen to learn and grow with us, we encourage you to apply, even if you don’t have everything that's listed just yet.

Drop us your application, we’d love to hear from you!

What to expect

We have published some support on Interviewing with us to try to alleviate any pre-interview anxieties, here you’ll find information to help you prepare and ace an interview at TAG.

You can read them here

Equal opportunities for everyone

At The Adaptavist Group, we are committed to promoting a diverse and inclusive community and believe this positively impacts both the creation of our innovative products and our delivery of bespoke solutions to our global customers and our own unique culture. We encourage all qualified applicants, regardless of age, disability, race, sexual orientation, religion or belief, sex, gender identity, pregnancy and maternity, marriage, and civil partnership status. From our family-friendly policies to our flexible work environment we offer a range of benefits and policies in order to support staff from all different backgrounds. If you have any questions, please do ask us.

Check out our WORK180 page

Check out our Flexa page

We look forward to your application!