# Technical Support Specialist
**Company:** [Intercom](https://hotfix.jobs/companies/intercom)
**Location:** Chicago, IL
**Salary:** $62K-$74K
**Experience:** 3+ years
**Skills:** APIs, Webhooks, REST APIs, Debugging, SaaS, AI Tools, Slack, Customer Support Tools
**Posted:** 2026-02-26
> Technical Support Specialist owns complex technical queries, debugs issues, escalates investigations, and collaborates with product teams to improve the platform. Requires 3-4+ years technical support experience, API knowledge, and strong problem-solving in a hybrid Chicago role.
## Job Description
## 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.
**Apply:** https://hotfix.jobs/jobs/technical-support-specialist-at-intercom-89c35faf-7c21-467d-b008-985cf6c1685b
**Canonical:** https://hotfix.jobs/jobs/technical-support-specialist-at-intercom-89c35faf-7c21-467d-b008-985cf6c1685b