Technical Support Specialist

What's the opportunity?

With the advent of AI, the nature of customer support has changed dramatically. Our next Technical Support Specialist will thrive in autonomy, be deeply curious, fluent in AI tools, and hold a high bar for themselves and teammates.

As a Technical Support Specialist, you'll own complex technical queries around nuanced features, serve as escalation point for tricky investigations, provide world-class support, collaborate proactively with customers, and drive improvements in product, processes, and peer development. You'll use AI tools alongside expertise to handle cases efficiently in a fast-paced environment with constant product updates.

What will I be doing?

• Communicating efficiently and effectively with customers using our product and outbound phone calls.
• Owning customer communications and issues from initial contact until resolution.
• Becoming an encyclopedia of knowledge about how Intercom works.
• Ensuring customers have great product experiences by making it easy to use, reliable, bug-free, and fast.
• Working with product teams to identify issues and offer informed solutions based on customer feedback.
• Debugging complex issues understanding our codebase and customer technologies.
• Building tools to increase team efficiency and effectiveness.
• Influencing product direction through customer communication and product team collaboration.

What your first 6 months will look like:

First 30 days:

• Complete onboarding and CS trainings, pass assessments.
• Start inboxing with paired sessions.
• Communicate training progress proactively.

First 60 days:

• Complete trainings independently.
• Inbox independently, demonstrate ownership.
• Drive 1:1 agendas.

First 90 days:

• Receive QA feedback, create development plan.
• Contribute improvement ideas.
• Meet KPI targets, demonstrate company values.

What skills do I need?

• 3-4+ years of technical support experience, ideally in software/SaaS.
• Solid understanding of tech fundamentals & modern tools (Slack, Chrome, Coda, etc.).
• Basic understanding of APIs and webhooks, navigating developer documentation for Intercom’s REST API.
• Strong customer focus.
• Strong communication skills.
• Strong problem-solving skills.
• Ability to troubleshoot using resources.
• Ability to give and receive feedback.
• Excitement for AI in support.
• Success with KPIs/metrics.

Bonus skills & attributes

• Experience using Intercom or similar SaaS.
• Tier 2 support experience.
• Coaching/mentoring experience.
• Helping customers maximize subscriptions.
• Using AI tools (Glean, ChatGPT, Gemini) for troubleshooting.

Benefits

• Competitive salary and equity.
• Comprehensive medical, dental, vision.
• Regular compensation reviews.
• Flexible PTO.
• Paid Parental Leave.
• 401k match.
• In-office bike storage.
• Fun events.