Senior Support Specialist

Summary

Join our Operations Team as a Tier 3 Senior Support Specialist, leveraging your advanced technical expertise and troubleshooting skills to ensure customer success. You will manage complex support cases for enterprise partners, collaborating with cross-functional teams to resolve critical issues. This role involves mentoring other support team members and contributing to broader partner and applicant support during peak times. You will actively manage tickets, analyze support trends, and improve processes to enhance user experience. The scope of this role may evolve to meet organizational needs. This position requires a strong understanding of software, systems, and processes.

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

• Medical, dental, and vision insurance options
• 100% Employer paid short/long term disability
• Basic Life
• 401(k) option with 100% company match
• Flexible paid personal/vacation time built on mutual trust and accountability
• 10 sick days annually
• 10 company paid holidays
• 6 weeks paid parental leave