Technical Support Specialist
Provides escalated technical support, investigates complex user issues, and partners with Engineering, Product, and Operations to drive lasting solutions. The role also improves support processes, documentation, automation, and performance metrics while expanding coverage for Eastern Time.
About the job
Responsibilities
- Serve as the primary escalation point for go-to-market teams, troubleshooting complex technical user issues.
- Collaborate with Engineering, Product, Operations, and Customer Experience teams to resolve issues and drive long-term solutions.
- Expand support coverage to Eastern Time, starting at 8:00 AM Eastern.
- Improve CSAT, First Response Time (FRT), First Contact Resolution Rate, and SLA compliance through data-driven process optimization.
- Support the development and implementation of an AI-augmented support strategy.
- Create and refine internal and external documentation to enable self-service and improve support efficiency.
- Develop deep product and platform expertise, diagnose recurring issues, and contribute to product feedback loops.
- Scale and optimize support operations as the company grows.
Requirements
- 3–7+ years of experience in a support role focused on escalated issues and/or technical troubleshooting.
- Experience contributing to support performance metrics such as CSAT and response times.
- Strong problem-solving skills, including diagnosing technical issues, querying data, and reviewing product logs.
- Proven ability to collaborate cross-functionally with Engineering, Product, and Operations.
- Experience owning projects or process-improvement initiatives in a fast-paced environment.
- Excellent written and verbal communication skills.
- Ability to explain complex technical information clearly.
- Experience creating bug reports, product feedback, and user or support documentation.
- Ability to work autonomously in ambiguous situations.
Nice-to-haves
- Experience with support tooling and automations.
- Strong analytical skills and experience using data to improve decisions and outcomes.
- Experience with Salesforce, Zendesk, Pylon, SQL databases, or large language models.
Benefits
- Medical, dental, and vision insurance.
- 401(k) with company match.
- Flexible paid time off.
- Unlimited travel budget for customer-site visits.
- Biannual company off-sites.
- Free meals in the office.
- $5,000 relocation bonus.
- Desk setup reimbursement.
- Commuter benefits.
- Monthly gym and wellness stipend.
Skills
Technical Troubleshooting, SQL, Product Logs, Salesforce, Zendesk, Pylon, LLMs, Support Automation, Data Analysis, Bug Reporting
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