Product Support Specialist

About Jomablue

Jomablue is a leading enterprise event technology provider trusted by prominent global corporations to facilitate complex and high-stakes events. With over a quarter-century of experience in the event sector, the company is recognized for both its high-quality technology and outstanding team. A recipient of the 'Best Event Management Platform' award and certified as a 'Great Place to Work', Jomablue prides itself on its passionate and collaborative culture that values both its people and the experiences created for clients.

Role Overview

The Product Support Specialist, reporting to the Technology Services Manager, acts as the in-depth product knowledge authority on the Jomablue platform. This role ensures internal teams and clients can confidently design, execute, and refine events supported by expert product insight and a commitment to quality.

Key Responsibilities

• Deliver tier 2 product support by resolving queries, troubleshooting, collaborating with the product team on escalations, and ensuring solutions for internal and customer issues.
• Handle customer support tickets within SLA guidelines, communicating clearly throughout the process.
• Conduct workshops and provide best-practice advice on the platform for users internal to Jomablue and clients alike.
• Manage customer registration data, including tasks such as importing, exporting, transforming, and integrating with CRM systems like Salesforce, HubSpot, Marketo, and Dynamics.
• Assist in implementing, diagnosing, and maintaining bidirectional integrations via Jomablue’s programs and APIs.
• Lead technical review sessions and integration planning workshops with clients.
• Provide onsite, remote, and phone assistance for escalated technical challenges during live events.
• Create tailored reports and perform analyses using Jomablue’s analytic tools.
• Utilize and develop AI-driven tools and automations to improve quality assurance and operational workflows.
• Contribute to knowledge bases, process documentation, and product feedback within the technology team.
• Continuously build expertise in new and updated Jomablue product features.
• Attend three to five onsite events annually for training and development, with potential additional travel during peak event periods.

Desired Skills & Experience

• Minimum five years' experience in product support or a related function, preferably within SaaS industries.
• Proven background supporting SaaS solutions that drive event delivery through configuration, ideally in the events domain.
• Advanced expertise in data management and spreadsheets (Excel, Google Sheets), with strong understanding of data flows and system integration.
• Experience working with platform integrations, public APIs, and bidirectional data exchange.
• Adaptability and enthusiasm toward AI tools—both using and building AI solutions for workflow enhancements.
• Exceptional communication and customer service skills, capable of explaining technical issues clearly to non-technical audiences via multiple channels.
• Excellent written and spoken English; additional languages are a plus.
• Experience managing help desk ticket systems and leveraging reporting and analytics in software products.
• Creative and effective troubleshooting abilities.
• Flexibility to support dynamic event schedules, including early mornings and late nights when required.
• Willingness to travel domestically and internationally.

Additional Advantageous Qualifications

• Experience with CMS platforms, including design theming, email templates, registration sites, mobile applications, and microsites.
• Working knowledge of JSON, HTML, and CSS for advanced configuration and troubleshooting purposes.
• Exposure to audit and quality assurance processes for customer-facing platform configurations.
• Familiarity with CRM systems such as Salesforce, HubSpot, Marketo, and Dynamics.
• Experience using tools like Zapier, Airtable, Wrike, Miro, and Slack.
• Knowledge of ITIL or comparable support frameworks.
• Background in live events or trade shows is a plus.

Company Culture and Values

Jomablue seeks candidates who align well with its core values of communication excellence, teamwork, customer orientation, problem-solving, decisive action, and flexible adaptability.

Employee Benefits and Perks

• Access to ClassPass for health and wellness activities.
• Opportunities for professional growth and personal development.
• Training in essential skills such as time management and collaboration.
• A dynamic, inclusive environment focused on employee growth.
• Competitive remuneration and career advancement rewards.
• Onsite amenities including a gym, sauna, and golf simulator.