Technical Customer Support Specialist

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