Technical Support Specialist

Role Overview

• Own technical support end-to-end, including escalations and high-impact issues.
• Lead triage efforts, ensuring issues are prioritized correctly and routed efficiently.
• Troubleshoot complex SaaS issues across integrations, APIs, and platform workflows.
• Establish clear support paths for bugs, feature requests, and system issues.
• Ensure consistent, high-quality communication with customers and internal stakeholders.
• Build and optimize scalable support workflows to improve efficiency and experience.
• Own core support metrics (FRT, resolution time, handle time, backlog health, SLA adherence).
• Identify trends and recurring issues to reduce ticket volume and improve product usability.
• Define and maintain escalation frameworks and severity levels.
• Translate support insights into clear, actionable feedback for Product and Engineering.
• Partner on prioritization of bugs, features, and improvements.
• Ensure issues are documented with clear reproduction steps, impact, and context.
• Track and communicate the status of bugs, fixes, and releases to users and stakeholders.
• Own internal and external knowledge base content, ensuring accuracy and usability.
• Create and maintain troubleshooting guides, SOPs, and support playbooks.
• Standardize processes and responses to drive consistency across the team.
• Partner with CS, Ecommerce, Product, Engineering, and Implementation teams to improve the end-to-end user experience.
• Support product launches by ensuring support readiness and documentation.
• Act as the technical liaison between teams, simplifying complex issues into clear next steps.
• Mentor team members on technical troubleshooting and best practices.
• Serve as the go-to resource for technical support knowledge.
• Contribute to a culture of ownership, accountability, and continuous improvement.

Requirements

• Bachelor’s degree or equivalent experience.
• 1+ years in SaaS Customer Support or Technical Support.
• Experience handling escalations and complex technical issues.
• Strong troubleshooting skills across SaaS platforms, integrations, and APIs.
• Experience working cross-functionally with Product and Engineering.
• Strong communication and problem-solving skills.
• Tools & Systems :
• Zendesk, ClickUp (ticketing, workflows, reporting)
• Asana (project tracking, bug intake)
• APIs & integrations (webhooks, data flow concepts)
• Logging/debugging tools
• Github, Cursor, or similar tools (preferred)
• AI tools for troubleshooting and workflow efficiency
• Pattern-developed platforms and tools

Benefits

• Unlimited PTO
• Paid Holidays
• Onsite Fitness Center
• Company Paid Life Insurance
• Casual Dress Code
• Competitive Pay
• Health, Vision, and Dental Insurance
• 401(k) match