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name: product-support-specialist description: | 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).

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