Senior Technical Support Specialist

What You’ll Do

• Lead complex customer onboarding and deployment activities, including advanced configurations, multi-location implementations, custom workflows, and integration readiness. Evaluate customer environments and recommend best practices.
• Improve onboarding documentation, deployment standards, and technical playbooks.
• Serve as the primary Tier 2/Tier 3 escalation resource for complex technical issues, integrations, APIs, website functionality, and platform performance. Perform root cause analysis through logs, system diagnostics, and cross-platform troubleshooting.
• Lead technical communications during high-impact customer incidents and coordinate resolution across internal teams.
• Identify recurring technical issues and implement scalable solutions that reduce support volume.
• Develop and maintain knowledge base articles, troubleshooting guides, runbooks, automation opportunities, and support documentation.
• Leverage AI and automation tools to improve support efficiency and enhance customer self-service.
• Partner closely with Product, Engineering, Customer Success, Sales, and third-party integration partners to improve product quality, deployment readiness, and customer experience. Use Salesforce, Asana, and Jira to document issues and track work.
• Act as a technical mentor and subject matter expert for the Technical Support team. Coach team members on troubleshooting methodology, customer communication, and technical best practices.
• Lead advanced website configurations and customizations for customer implementations using WordPress, Squarespace, or similar. Recommend improvements to templates, automation, and deployment standards.

How Success is Measured

• Tier 2/Tier 3 escalations resolved within established service levels.
• Improved First Contact Resolution (FCR) and reduction in repeat escalations.
• Strong Customer Satisfaction (CSAT) and technical support quality scores.
• Successful onboarding and implementation timelines for complex customers.
• Reduction in recurring technical issues through root cause resolution.
• Growth and improvement of knowledge base articles, troubleshooting documentation, and runbooks.
• Adoption of automation, AI, and scalable support practices.
• Website implementation quality and on-time delivery.
• Team enablement through mentoring, training, and technical leadership.

What You Bring

• 5+ years of experience in technical support, IT support, SaaS operations, systems administration, or a customer-facing technical role.
• Strong diagnostic and problem-solving skills, including experience analyzing logs, API calls, system behavior, or integration flows.
• Experience troubleshooting APIs, integrations, authentication, and web-based platforms.
• Ability to translate complex technical issues into clear explanations for technical and non-technical stakeholders.
• Experience deploying software in customer environments and troubleshooting installation, configuration, or integration challenges.
• Experience using Salesforce, Asana, and Jira.
• Excellent communication skills across written, verbal, and customer-facing formats.
• Proven ability to manage multiple high-impact priorities with minimal oversight.
• Experience supporting SaaS integrations involving APIs, middleware, databases, or system-to-system communication.
• Hands-on experience building or customizing websites using WordPress, Squarespace, or similar platforms.
• Experience with HTML, CSS, JavaScript, or other web technologies.
• Previous mentorship or leadership experience.