Sr. Product Support Specialist

Job Summary

Global Sales Services Operations (GSSO) is the team that helps shape Gartner's mission-critical sales and services priorities and works with sales and services leaders to drive tactical and analytical insights. As an associate on the GSSO team, you'll be at the forefront of the ongoing transformation of Gartner's Sales and Services teams, which delivers approximately 3B in annual business and technology insights revenue. You will partner with business leaders across Gartner to support global Sales and Services teams comprised nearly 9,000 associates and which sell to and service every major function across the enterprise.

As a Senior Product Support Specialist within the Technology Change Management Support, you will play a critical role in supporting and enhancing the technology ecosystem that enables a 2,500+ person Global Service Delivery (GSD) organization. You will act as a subject matter expert for internal business applications, including CRM platforms, driving efficient issue resolution while partnering closely with Product, Engineering, Data, and IT teams.

In this role, you will not only lead complex issue investigations and root cause analysis but also identify systemic improvements, influence product enhancements, and champion operational excellence initiatives. You will serve as a key escalation point for support operations and help shape the future state of business technology processes through data-driven insights, automation, and continuous improvement.

What You'll Do

• Serve as the primary point of contact and escalation path for complex support cases across internal business applications, including CRM platforms such as Salesforce.
• Own end-to-end resolution of high-priority and business-critical incidents, coordinating with Product, Engineering, Data, and IT teams to drive timely outcomes.
• Conduct detailed root cause analysis for recurring issues and implement preventive actions to reduce incident volume and improve user experience.
• Analyze support trends, identify systemic gaps, and develop recommendations to improve product stability, adoption, and operational efficiency.
• Partner with Product Managers, Product Owners, and Scrum Teams to prioritize defect resolution and influence product roadmap decisions based on user feedback and support insights.
• Drive continuous improvement initiatives by identifying opportunities to simplify, standardize, automate, and optimize business processes.
• Develop and maintain support documentation, knowledge articles, troubleshooting guides, and training materials for end users and support teams.
• Monitor key support metrics and service health indicators, providing regular reporting and actionable insights to leadership.
• Mentor and provide guidance to Product Support Specialists, promoting best practices in issue management, customer service, and problem-solving.
• Lead user acceptance testing (UAT) and validation activities for product enhancements, bug fixes, and new feature releases.
• Collaborate with Change Management and Training teams to improve product adoption, communications, and overall user experience.
• Contribute to strategic technology transformation initiatives and act as a trusted advisor to business stakeholders.

What You'll Need

• Bachelor's degree in a related field with 3+ years of enterprise application support experience, including 2+ years supporting Salesforce CRM or similar platforms.
• Strong knowledge of CRM processes, data models, workflows, reporting, and user support, with experience resolving complex issues and performing root cause analysis.
• Strong analytical skills with the ability to identify trends, solve complex problems, and drive process improvements.
• Experience working in Agile environments and collaborating with Product, Engineering, Data, and business stakeholders.
• Excellent communication, stakeholder management, and prioritization skills in a fast-paced environment.
• Customer-focused mindset with a passion for enhancing user experience and continuously improving support operations.
• Experience with ticketing systems, knowledge management tools, and reporting dashboards is preferred.

Disclaimer: This job posting and Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.