Product Support Specialist

About Dashlane

Dashlane’s mission is to deliver the credential security every business and employee needs to thrive. Millions of consumers, and over 25,000 brands worldwide, such as Michelin, Air France, and Forrester, trust Dashlane for industry-leading innovations, patented zero-knowledge security, and an unmatched user experience. Founded in Paris, Dashlane has since established offices in New York and Lisbon, and has grown to more than 300 Dashlaners globally.

We're looking for people who actively use AI tools to drive efficiency, creativity, and impact in their work. At Dashlane, we drive innovation and value learning, strive for excellence in everything we do, and thrive as one team. Learn more about life at Dashlane, including how we work, how we hire, and the benefits of being a Dashlaner.

Introduction

Dashlane is looking for a Product Support Specialist to join our powerhouse Customer Support Team. Our Customer Support Team helps deliver world-class support in a simple, effective, and timely manner to our growing Dashlane community. As a Product Support Specialist, you will be one of the technical experts in the team, and will work closely with the Product & Engineering teams to report bugs and create guidelines for the rest of the Customer Support Team. You will also act as an escalation point for our support agents and be responsible for monitoring the impact of bugs on Customer Support operations in order to help the Engineering team effectively prioritize their resolution.

Location and schedule:

This position is based in Lisbon, Portugal

This position will work from Monday to Friday, excluding Bank Holidays. It will have rotating shifts, comprised between 9 a.m. and 12 a.m. (Lisbon time).

At Dashlane, you will:

• Build and maintain an effective feedback loop with the Product and Engineering teams to drive customer-centric improvements and changes by providing them with data-driven insights that demonstrate the impact of bugs.
• Resolve escalations and complex/sensitive customer issues via email, phone, and video conferencing.
• Collaborate with the Enablement team to help improve product knowledge, technical troubleshooting and other team capabilities by providing feedback about escalations and team knowledge gaps, and reviewing enablement materials.
• Create and review internal documentation to support efficient problem resolution for customers.
• Support product incident response by triaging customer issues, working with Engineering to identify root causes, tracking progress, and ensuring clear communication throughout the resolution process.
• Collaborate with Product and Engineering team members to build new features and fix bugs by participating in dogfooding sessions for new features.
• Work closely with Sales & Customer Success teams to create smooth handoffs for B2B admins & end-users and provide technical troubleshooting when necessary.
• Help develop and communicate appropriate temporary workarounds for bugs/feature gaps when necessary.

To accomplish all of the above, you will work closely with internal cross-functional teams such as our Engineering, Development, Product, and Enablement teams.

We are looking for people passionate about helping others, have an interest in technology, are naturally curious, and eager to join a fast-growing company.

This is the perfect role for someone who already has a strong background or relevant customer-facing experience in SaaS or tech environment.

Requirements:

• At least 2 years of experience providing technical customer support for a B2B product, preferably in SaaS environment
• At least 1 year experience managing projects with internal or external customers

We're also looking for:

• Excellent customer-facing and internal communication skills
• Experience effectively working on projects with cross-functional teams (including software developers/engineers and QA teams)
• Experience using Zendesk or other ticketing systems. Ideally familiar with content management systems (CMSs) as well
• Experience troubleshooting technical issues that can arise in software applications
• Solid organizational skills, including attention to detail and ability to handle multiple priorities
• Experience writing content for a technical audience (B2B market)

Diversity, Equity, Inclusion and Belonging at Dashlane:

As a truly international company—founded in France and distributed across France, US and Portugal—Dashlane thrives off diverse perspectives. We value all aspects of diversity: gender identity, sexual orientation, ability, ethnic origin, social background, age, lifestyle, and more. We are committed to hiring a diverse community and fostering a culture where everyone is heard and belongs. See more about this here. 

Your interview experience: 

To know what to expect once you’ve sent your application, read about how we interview and hire at Dashlane. Feel free to browse our blog to find more information about our product and how we work.