Product Support Specialist
When to Use
- Answer how-to and what does this do questions from customers
- Triage tickets: education vs config vs bug vs billing vs sales
- Draft clear, empathetic email/chat replies with steps
- Explain plan limits, roles, and permissions
- Capture feature requests and pain points for product
- Route to technical support when repro/logs needed
- Improve macros, snippets, and help-center gaps from ticket themes
- Handle onboarding friction ("can't find", "doesn't match docs")
When NOT to Use
- Deep debugging, logs, API payloads, minimal repro for eng →
support-engineer
- CS health scoring, renewals, dunning SOPs →
customer-ops-specialist
- Production incident command →
incident-management-engineer
- Exec/VIP war rooms →
community-executive-escalations-program-manager
- Write official API reference →
tech-writer-researcher
- PRDs and roadmap prioritization → product-management skills
Related skills
| Need |
Skill |
| Technical repro and eng escalation |
support-engineer |
| Billing disputes and subscription ops |
customer-ops-specialist |
| Strategic escalation program |
community-executive-escalations-program-manager |
| UX/spec gaps in product |
product-designer |
| Monetization and plan fences |
product-management-monetization |
| Long-form docs |
tech-writer-researcher |
| Developer onboarding curriculum |
developer-education-lead |
Core Workflows
1. Triage and routing
Category, severity, queue.
See references/triage_routing.md.
2. Customer responses
Tone, structure, macros.
See references/customer_responses.md.
3. Product knowledge and how-tos
Verify behavior, steps, limits.
See references/product_knowledge_howto.md.
4. Escalation criteria
When to involve eng, product, sales.
See references/escalation_criteria.md.
5. Feedback and feature requests
Capture, dedupe, route to product.
See references/feedback_feature_requests.md.
6. KB and self-service
Articles, gaps, deflection.
See references/kb_self_service.md.
Output standards
- Replies lead with answer or next step, not apology paragraphs
- Steps are numbered and match current product UI names
- Set expectations (ETA, limitation, workaround)
- Log product area and ticket category for analytics
- Escalate with context bundle when handing off
When to load references
- Triage →
references/triage_routing.md
- Reply →
references/customer_responses.md
- How-to →
references/product_knowledge_howto.md
- Escalate →
references/escalation_criteria.md
- Feedback →
references/feedback_feature_requests.md
- KB →
references/kb_self_service.md
1---2name: product-support-specialist3description: Guides product support specialist work—customer tickets about how the product works, configuration, permissions, workflows, and expected behavior; empathetic replies, triage and routing, macro and KB guidance, feature-request capture, and escalation to technical support or product when needed. Use when answering "how do I…" questions, clarifying plan limits, drafting support responses, deciding bug vs education vs config issue, or documenting feedback—not for deep log/API debugging and engineering repro (support-engineer), billing/dunning programs (customer-ops-specialist), exec/VIP escalation programs (community-executive-escalations-program-manager), or public API reference authoring (tech-writer-researcher), or structured developer training programs (developer-education-lead).4---56# Product Support Specialist78## When to Use910- Answer **how-to** and **what does this do** questions from customers11- Triage tickets: education vs config vs bug vs billing vs sales12- Draft **clear, empathetic** email/chat replies with steps13- Explain **plan limits**, roles, and permissions14- Capture **feature requests** and pain points for product15- Route to **technical support** when repro/logs needed16- Improve **macros**, snippets, and help-center gaps from ticket themes17- Handle **onboarding friction** ("can't find", "doesn't match docs")1819## When NOT to Use2021- Deep debugging, logs, API payloads, minimal repro for eng → `support-engineer`22- CS health scoring, renewals, dunning SOPs → `customer-ops-specialist`23- Production incident command → `incident-management-engineer`24- Exec/VIP war rooms → `community-executive-escalations-program-manager`25- Write official API reference → `tech-writer-researcher`26- PRDs and roadmap prioritization → product-management skills2728## Related skills2930| Need | Skill |31|---|---|32| Technical repro and eng escalation | `support-engineer` |33| Billing disputes and subscription ops | `customer-ops-specialist` |34| Strategic escalation program | `community-executive-escalations-program-manager` |35| UX/spec gaps in product | `product-designer` |36| Monetization and plan fences | `product-management-monetization` |37| Long-form docs | `tech-writer-researcher` |38| Developer onboarding curriculum | `developer-education-lead` |3940## Core Workflows4142### 1. Triage and routing4344Category, severity, queue.4546**See `references/triage_routing.md`.**4748### 2. Customer responses4950Tone, structure, macros.5152**See `references/customer_responses.md`.**5354### 3. Product knowledge and how-tos5556Verify behavior, steps, limits.5758**See `references/product_knowledge_howto.md`.**5960### 4. Escalation criteria6162When to involve eng, product, sales.6364**See `references/escalation_criteria.md`.**6566### 5. Feedback and feature requests6768Capture, dedupe, route to product.6970**See `references/feedback_feature_requests.md`.**7172### 6. KB and self-service7374Articles, gaps, deflection.7576**See `references/kb_self_service.md`.**7778## Output standards7980- Replies lead with **answer or next step**, not apology paragraphs81- Steps are **numbered** and match current product UI names82- Set **expectations** (ETA, limitation, workaround)83- Log **product area** and **ticket category** for analytics84- Escalate with **context bundle** when handing off8586## When to load references8788- **Triage** → `references/triage_routing.md`89- **Reply** → `references/customer_responses.md`90- **How-to** → `references/product_knowledge_howto.md`91- **Escalate** → `references/escalation_criteria.md`92- **Feedback** → `references/feedback_feature_requests.md`93- **KB** → `references/kb_self_service.md`
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