Senior Support Specialist

Summary

Join Togetherwork as a Tier 3 Senior Support Specialist and become a key member of the Operations Team. You will leverage your advanced technical expertise and troubleshooting skills to manage complex support cases for enterprise partners, ensuring their success. Collaborate with cross-functional teams to resolve critical issues impacting customer satisfaction. As a player-coach, you will mentor other support team members while managing your own tickets. The role may evolve to align with organizational priorities. This position offers a competitive salary and benefits package.

Requirements

• 2+ years of experience in a technical support or customer success role, preferably in a SaaS environment, with a focus on serving enterprise customers
• Familiarity with Jira (or similar issue-tracking tools) and ability to write clear, reproducible bug reports
• Experience with Zendesk or other similar support-related ticketing software
• Strong troubleshooting and problem-solving skills with a proactive, resourceful mindset
• Excellent written and verbal communication skills
• Excellent communication and interpersonal skills, with the ability to communicate complex technical concepts to non-technical audiences
• Experience managing a Help Center or user-facing documentation
• Strong understanding of SQL and network operating systems
• Comfortable supporting both enterprise-level partners and individual users with empathy and clarity

Responsibilities

• Provide high-touch, white-glove support to enterprise clients, ensuring timely, accurate, and empathetic responses to complex inquiries and technical issues
• Troubleshoot advanced technical issues, including bug replication, platform behavior analysis, and environment-specific troubleshooting
• Create detailed Jira tickets for bugs, ensuring clear documentation for the Product and Engineering teams
• Collaborate closely with Account Relations and Product teams to ensure enterprise partners' needs are understood, communicated, and prioritized
• Reproduce and troubleshoot reported bugs to assist in root cause identification
• Maintain and regularly update Help Center resources for both partners and applicants
• Analyze support trends to identify recurring issues, suggest improvements, and enhance the user experience
• Create and refine support processes to improve efficiency, ticket resolution times, and user satisfaction
• Monitor support queues to ensure SLA adherence and appropriate prioritization
• Identify opportunities to automate repetitive tasks or enhance self-service resources
• Mentor and help train other technical support team members

Benefits

• $1,000 employee referral
• Flexible paid vacation/personal time policy
• 6 weeks paid parental leave