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About OrgChart
OrgChart is an industry-leading SaaS solution for HR professionals who need to generate organizational charts and support workforce planning. Our platform helps organizations visualize their workforce, analyze structural changes, and align their teams with business objectives.
Our growing customer base includes more than 2,000 companies and over 50 integration partnerships with leading HR platforms including ADP, UKG, and Ceridian.
We’re a ~50-person team distributed predominantly across the US and LATAM. With a recent investment from a top SaaS PE firm, Resurgens Technology Partners, we’re entering our next stage of growth. If you are looking to join a highly collaborative team of builders, experimenters, and groundbreakers, we’d love to hear from you.
The Role
OrgChart’s professional services team is the frontline between our product and the HR professionals who depend on it. As our nearshore support team has grown and proven itself, we’re now building out a US-based tier-1 support capability to serve clients who require domestic data handling. This is where you come in.
As a Product Support Specialist I, you’ll be the first point of contact for customers reaching out with questions, configuration needs, or product issues. You’ll report to our Support Team Leader (Francis) and work within a close-knit professional services team led by Andries Fourie, Director of Professional Services. Our best support people don’t stay in tier-1 forever — the two roles you’re backfilling were both promoted into implementation and go-to-market roles. If you’re curious, technically sharp, and customer-obsessed, there’s a real path here.
What You’ll Own
Customer Support
Triage and respond to incoming support tickets via Zendesk — classify, resolve, or escalate within defined SLA windows
Provide live and async support to OrgChart customers on platform configuration, organizational data import/export, and product best practices
Communicate technical troubleshooting steps clearly to non-technical HR professionals — meet customers where they are, not where you are
Maintain professional, polished presence across all customer interactions, whether on video or in writing
Technical Diagnosis & Escalation
Interpret system logs in Datadog to identify and document patterns in recurring issues
Escalate complex or unresolved issues to the Support Team Leader with full context, reproduction steps, and your own diagnostic notes
Collaborate with product and implementation teams to close feedback loops on recurring product issues
Team & Process Contribution
Document new issue types, resolution paths, and configuration best practices in the team knowledge base
Identify patterns in your ticket queue and surface them proactively to improve team-wide support processes
The Skills and Experience You Bring
Prior support desk experience required — you’ve handled an inbound ticket queue, you know what a CSAT score is, and you understand what first response time means in practice
Web-based SaaS application support — must have supported a web app (not hardware, printers, phones, or network infrastructure); the specific application doesn’t matter, the context does
Zendesk or equivalent ticketing platform — comfort navigating a support queue, managing ticket state, and using tooling to track your work
Basic computer proficiency — Outlook, Excel, browser-based tools at a solid working level
Customer communication skills for non-technical audiences — our customers are HR professionals, not engineers; you know how to translate without overwhelming
Log interpretation — ability to read human-readable system logs (e.g., Datadog); scripting experience (Python or similar) is a plus, not a requirement
Prior experience supporting HR software or working with HR teams is a nice-to-have, not a gate
No degree required — relevant technical coursework or certifications are a plus
Our Perks & Quirks
100% employer-paid platinum healthcare for employees and dependents — medical, dental, and vision
401(k) with 6% company match
15 paid company holidays, including the week between Christmas and New Year’s
LinkedIn Learning access with over 16,000 courses
Remote-first with a collaborative, tight-knit team distributed across the US and LATAM
