Product Support Specialist - EMEA

About Solidroad

Building something great is addictive. It's like discovering your favorite TV show mid-season, except you're helping write the next episode. It's like unboxing a new gadget, except you're the one designing it. You shape how it feels, how it works, and how people react when they use it.

At Solidroad we're solving a big, messy, exciting problem: how do you scale customer support without losing what makes humans amazing? Warmth, empathy, intuition. We're using AI, generative tech, and real-time simulations to make this happen. It's ambitious, difficult, and genuinely new.

About the Role

This is not just a job - it's a workout, a masterclass, and a puzzle you'll actually enjoy solving. You'll be the person customers turn to when they're stuck, confused, or excited about what they're building with Solidroad. You'll learn the product inside out, help shape how support works, and be part of a team that genuinely cares about the experience on the other side of every conversation.

The ideal candidate is a generalist with strong communication skills - someone with a year of experience in a general tech role who has touched sales, support, success, or onboarding and is comfortable switching between them. You don't need to have done this exact role before. What matters is that you're curious, reliable, and care about doing things properly.

What You'll Actually Do Day-to-Day

• Answer inbound questions from customers via Slack and Intercom - clearly, promptly, and with care.

• Handle straightforward how-to and product questions, and flag more complex issues with good context.

• Keep your ticket queue tidy: log, tag, follow up, and close.

• When a customer reports something broken, write it up clearly - what happened, how to reproduce it, and how much it's impacting them - so it can be passed on effectively.

• Update and improve help centre articles and FAQs as the product evolves.

• Flag recurring questions so they can be turned into self-serve content.

• Work with the product team to identify and prioritise the highest-impact customer problems.

• Assist new users and trialists in getting set up with Solidroad - be responsive and attentive, especially with new accounts where first impressions matter.

Our Team & Culture

We're a small, focused group working full-time in our Dublin office. We're here five days a week because building something ambitious means collaborating closely, solving problems together, sharing ideas spontaneously, and occasionally challenging each other along the way. We're intentional about creating a culture that's mature, supportive, and fun. You'll be joining experienced founders who've done this before, alongside a tight-knit team genuinely excited about building something impactful.

We Hope You

• Are a strong communicator - you write well, explain things simply, and follow through.

• Have around 1 year of experience in a general tech role - support, sales, success, onboarding, or similar.

• Are energised by variety and see ambiguity as an opportunity, not an obstacle.

• Take ownership - you don't wait to be told what to do. You see something that needs doing and you do it.

• Close the loop. Every time.

• Are curious about how products work, not just how to answer tickets.

Useful but not required:

• Familiarity with tools like Intercom, Zendesk, Pylon, or similar

• Any exposure to technical concepts - understanding APIs, reading error messages, light scripting

• Interest in AI, CX, or SaaS

The Good, the Bad, and the Honest Truth

The highs are real: you'll have direct impact on customer experience, work closely with product and engineering, and be part of building something from scratch at a fast-growing startup. The lows? Some days will be repetitive, you'll hit issues you don't have an answer to, and things will change quickly while we figure it out together. This isn't a place to coast - it's a place to grow fast and get better every day.

If that sounds exciting, don't overthink it. Reach out.

Working Model

Dublin-based, in-person 5 days/week. We're an early-stage team that moves fast and values the context that comes from being in the room together. Life happens - reasonable flexibility is always respected.