Senior Technical Support Specialist

Summary

Join our Customer Support team as a Senior Technical Support Specialist! Solve complex technical challenges for demanding customers, build strong customer relationships, and contribute to product innovation. Your responsibilities include providing expert-level support via multiple channels, collaborating with customers, troubleshooting technical problems, and maintaining technical documentation. This role requires 5+ years of experience in technical support, strong troubleshooting skills, proficiency in web technologies, and excellent communication skills. We offer a competitive compensation package, flexible remote work, comprehensive health benefits, a personal learning budget, and more!

Requirements

• 5+ years of experience in technical support, preferably in SaaS
• Strong troubleshooting skills for complex technical issues
• Proficiency in web technologies, APIs, data integrations, and data warehousing
• Basic programming or SQL knowledge
• Familiarity with Business Intelligence tools (e.g., Google Data Studio, Tableau)
• Experience with CRM systems and ticketing platforms (e.g., Salesforce, Freshdesk)
• Proficiency in using spreadsheets (Google Sheets, Excel)
• Excellent communication skills, both written and verbal, and the ability to explain technical concepts clearly to non-technical users
• Customer-centric mindset with a focus on delivering exceptional support
• Ability to work independently and collaboratively in a fast-paced environment

Responsibilities

• Solve Complex Technical Challenges: Tackle intricate technical issues and provide expert-level support for our most demanding customers
• Build Strong Customer Relationships: Collaborate closely with customers to understand their unique needs, offer strategic advice, and deliver exceptional service
• Drive Product Innovation: Work with cross-functional teams to identify opportunities for improvement and contribute to the development of new features
• Serve as the primary point of contact for complex technical issues, providing expert-level support via multiple channels (email, phone, chat)
• Collaborate with customers to understand their needs, provide tailored solutions, and manage expectations
• Diagnose and resolve advanced technical problems related to our marketing analytics platform, including software configuration, data integrations, and API usage
• Escalate critical issues to relevant teams, track their progress, and ensure timely resolution
• Maintain and update technical documentation, including knowledge base articles and troubleshooting guides
• Stay current with product features, industry trends, and best practices to deliver effective support
• Collaborate with cross-functional teams to share knowledge, improve processes, and enhance customer experience

Benefits

• Competitive compensation package including equity
• Excellent work equipment (Macbook + iPhone)
• Flexible remote work policy
• 100% paid medical, dental, vision for you and the whole family!
• Annual 1000 USD of personal learning budget
• Biweekly UberEats stipend
• 20 Days PTO + 10 Days Compassionate Leave
• Amazing culture and a lot of fun team events