# Customer Support Specialist

**Company:** [Envoy](https://hotfix.jobs/companies/envoy)
**Location:** Austin, TX
**Role:** Support Engineering
**Salary:** $79k – $85k/yr
**Experience:** 3+ years
**Skills:** technical support, Troubleshooting, Jira, Intercom, Salesforce, Zendesk, CRM, SQL, web development, DNS, http, tls, Enterprise Software, SaaS
**Posted:** 2026-07-17

> Technical Customer Support Specialist providing advanced troubleshooting and resolution for Envoy's enterprise workplace platform via email, chat, and occasional calls. Requires 3+ years technical support experience, deep product knowledge across software/hardware, JIRA/CRM proficiency, and strong cross-functional collaboration skills.

## Job Description

## Responsibilities
- Own inbound customer communications via email and/or live chat from initial contact until resolution to ensure customers (Envoy admins and/or their employees/visitors) are supported every step of the way; phone/screen-sharing support may be required.
- Leverage advanced troubleshooting skills and deep product knowledge to resolve issues as quickly as possible; review, investigate, and resolve technical customer cases within target SLAs.
- Develop deep knowledge of how Envoy works, including troubleshooting across software, hardware (mobile devices, iPads, printers), wireless connectivity, and software products.
- Provide closed-loop feedback to internal partners by identifying and reporting trends in customer difficulties.
- Absorb additional support tasks such as bug reporting, content development, and other team initiatives.
- Develop and document best practices in the internal knowledge base to enhance troubleshooting for the frontline team.
- Influence support processes and shape the tone of Envoy’s customer support on a distributed team.
- Participate in a teamwide Sunday on-call rotation (2 hours) every 8-12 weeks.

## Requirements
- BA/BS degree or equivalent experience.
- 3+ years’ experience in a Customer Support/Experience function with hands-on technical support capacity; advanced troubleshooting experience required (not account management, trust & safety, or general customer care).
- Prior B2B experience with strong understanding of business-client relationships and enterprise solutions; experience supporting customers using Enterprise Software or SaaS.
- Experience using JIRA as an issue management platform to track and report product issues.
- Experience with Intercom, Salesforce, Zendesk, or other CRM systems.
- Ability to diagnose problems and collaborate with internal/external teams toward resolution.
- Outstanding technical communication skills; ability to explain complex challenges succinctly to technical and non-technical audiences, primarily in writing. Exceptional verbal and written skills essential.
- Strong analytical, decision-making, and problem-solving skills.
- Comfortable in a dynamic, fast-paced environment with ability to multi-task, operate with urgency, and maintain keen attention to detail.
- Ability to establish and foster critical relationships with customers and cross-functional stakeholders.
- Self-motivated with ability to work proactively and take initiative.

## Nice-to-Haves
- Basic to working knowledge of SQL.
- Basic knowledge of web development technology.
- Experience working with Enterprise customers on complex technical issues.
- Knowledge and experience setting up/troubleshooting equipment like printers, network connectivity, and iPads.
- Understanding of how the internet works (DNS, HTTP, TLS, Certificates, etc.).
- Bilingual.

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