Technical Support Escalations Specialist

Summary

Join Thinkific as a Technical Support Escalations Specialist and become a vital link between customer-facing teams and the Product & Engineering teams. You will triage technical issues, investigate and solve complex problems, and collaborate with Software Engineers. Your responsibilities include documenting software bugs, creating support processes, translating technical information for internal and external audiences, and testing new features. You will also mentor team members and participate in a rotating on-call schedule. This role requires 3+ years of online customer support experience with a focus on technical problem-solving and strong communication skills. Thinkific offers a competitive compensation package, flexible work arrangements, comprehensive benefits, and professional development opportunities.

Requirements

• Has 3+ years of experience in an online customer support role with a strong focus on technical investigation and resolution
• Is experienced in supporting customers through multiple channels, including by email and phone
• Demonstrates experience being able to investigate, identify, and document software bugs
• Has hands-on experience with Zendesk or a similar ticketing system
• Love helping people—you can’t help but to go above and beyond to support a customer!
• Possesses strong written and verbal communication skills—you can write a customer email, pick up the phone, or hop on a video call while expressing yourself clearly
• Is an independent problem solver—you can figure out how to solve a complex software problem, even if you don’t know the answer to start
• Performs well under pressure and are able to handle emergency situations on the fly
• Loves to learn and grow. They’ve found (and keep looking for) ways to level up their skills in this field, whether that’s through formal education, gaining professional experience, or maybe even building their own business

Responsibilities

• Investigate, identify, and document software bugs by reviewing console logs, conducting cross-browser and device testing, using query databases, checking our database logs, editing theme code (HTML/CSS), confirming custom domain setup, writing/running basic API scripts, and more
• Create and document processes and policies for Technical Support operations to help provide solutions and better equip our Support Team to handle common technical issues
• Translate technical challenges and investigation results into resources that both the internal Support team and customers can easily understand
• Be involved in the testing of new features as they are released and work closely with our Product team
• Liaise directly with Software Engineers on new bugs surfaced through customer reports after conducting initial testing on your own
• Communicate with our Solutions Engineers, customers, and prospects as our Technical Software Expert to verify compatibility of system requirements with Thinkific, discussing possible solutions and implementation methods (including the external development costs done by third-party experts)
• Provide mentorship and share your technical experience to help uplevel other members of the Technical Escalations Specialist team
• Participate in a rotating weekly on-call schedule that includes weekends (once every 7-8 weeks). Incident handling during that time accrues time off in lieu to be redeemed at your discretion

Preferred Qualifications

• Demonstrates past experience working with various integrations, Application Programming Interface (APIs), and Single Sign-on (SSO)
• Feels comfortable answering technical questions and acting as a mentor to other team members
• Has been involved in the testing of new features and working cross-collaboratively with other technical teams

Benefits

• A competitive compensation package including base salary, equity, team-wide bonuses, and an Employee Share Purchase Plan
• Flexible Paid Time Off to maintain mental and physical health. Our team is encouraged to take a minimum 4 weeks of vacation, plus Thinker Holidays (extended long weekends in the summer) and time off for the December holiday season
• Health Benefits and Wellness: Comprehensive benefits starting on Day 1 include health, vision, and dental coverage for you and your family, $3,000 for mental health care, a short-term health plan, and an additional health or personal spending account. Plus, family friendly benefits include generous parental leave top-ups for up to 32 weeks, as well as fertility coverage and personalized return to work options
• Flexible Work . Choose to work from home from anywhere in Canada, at our Vancouver HQ, a co-working space, or anywhere there’s wifi for a change of scenery
• Learning & Growth. An annual $1500 USD Learn and Grow fund for conferences, seminars, or courses, plus training, mentorship, coaching, and internal promotion opportunities
• A home office setup so you’re ready to succeed with a company-owned Macbook Pro and a budget to order a desk, chair, or any accessories to help you work comfortably and productively
• Eats and Treats. $50 CAD per month to treat yourself with snacks, lunch, or groceries to cook at home