Technical Customer Support Specialist
Provide first-line technical support for Zoo Design Studio and Zookeeper, troubleshooting issues, creating documentation, and delivering feedback to product teams. Requires 2+ years in customer/technical support and experience with SaaS or engineering software.
About the job
What You’ll Do
- Serve as the primary point of contact for customer questions across email, social media, community forums, and support tickets
- Troubleshoot technical issues related to Zoo Design Studio, CAD workflows, file imports/exports, and AI-assisted Zookeeper features
- Investigate customer-reported bugs, gather reproduction steps, and partner with engineering to resolve issues
- Escalate complex technical issues while maintaining clear communication with customers
- Create and maintain support documentation, FAQs, tutorials, and knowledge base articles
- Identify common customer pain points and proactively recommend product improvements
- Assist customers with onboarding, account management, subscriptions, and licensing questions
- Monitor support metrics and help improve response times and customer satisfaction
- Act as the voice of the customer by providing structured feedback to Product and Engineering teams
What You’ll Need
- 2+ years of experience in customer support, technical support, customer success, or a similar customer-facing role
- Experience supporting SaaS, developer tools, engineering software, or CAD products
- Exceptional written and verbal communication skills
- Strong problem-solving skills and attention to detail
- Ability to explain technical concepts in a clear and approachable way
- Comfortable learning new software and troubleshooting technical issues independently
- Highly organized with the ability to manage multiple customer conversations simultaneously
- Empathy for users and a passion for delivering excellent customer experiences
Nice to Have
- Familiarity with mechanical design, manufacturing, 3D modeling, or engineering workflows
- Experience creating technical documentation, tutorials, or help center content
- Exposure to AI-powered products or technical software applications
Compensation
- Salary Range: $60,000–$80,000 USD
- Competitive equity
- Full benefits package
Skills
Customer Support, Technical Support, Saas Support, Cad Software, Troubleshooting, Technical Documentation, Communication, Problem Solving, Customer Success, Ai-Powered Products
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