Technical Support Operations Specialist

Summary

Join our leading SaaS analytics and workflow platform for dental practices as a Technical Support Operations Specialist. You will be responsible for managing Intercom workflows, API integrations, and troubleshooting technical issues related to support systems. This role requires strong technical skills, including experience with APIs, workflow automation, and support tools, as well as excellent communication and problem-solving abilities. You will collaborate with product, development, and support teams to ensure seamless operations and improve the user experience. This is a highly technical position with a strategic focus on driving efficiency improvements across the support tech stack.

Requirements

• 2+ years of experience in technical support, system administration, or a related field
• Expertise in Intercom, including workflow management and integrations
• Strong proficiency with APIs, custom actions, and troubleshooting integration issues
• Knowledge of coding languages (e.g., JavaScript, Python) for debugging and minor development tasks
• Experience working with cross-functional teams in product, development, and support
• Ability to handle urgent, high-priority issues effectively
• Strong problem-solving skills and a proactive, solution-oriented approach
• Experience managing support tools like Jira, Salesforce (SFDC), and other support management platforms

Responsibilities

• Oversee and maintain Intercom workflows, ensuring smooth functionality and user experience
• Troubleshoot and manage API integrations, including assessing and resolving failures in Slack channels and other connected systems
• Optimize automated data collection workflows and user attributes within Intercom
• Ensure seamless execution of online customer forms and related processes, including cancellation requests and phone number porting
• Collaborate with the support team to address workflow, queue routing, and in-product AI issues
• Lead key support projects, including conversation routing enhancements with Director of Support
• Work with product and development teams to solve technical challenges, particularly related to in-product AI
• Track and report on support system issues and progress to key stakeholders
• Manage and automate Jira Support board workflows
• Handle internal support cases (ISCs) in all relevant systems – including Salesforce (SFDC)
• Attend quarterly product webinars and QBRs with Intercom CSM to stay updated on new features
• Generate periodic reports to provide insights into support performance and system health
• Monitor and implement new releases and vendor updates to keep workflows and systems current
• Manage new software implementations, such as Assembled for BPO management, and transition ownership when necessary
• Serve as the primary point of contact for technical support-related vendor interactions
• Serve as the operations escalation point for critical technical issues, ensuring swift resolution in collaboration with management
• Assist in diagnosing and resolving engagement vs. analytics discrepancies on an as-needed basis
• Conduct weekly 1:1 meetings with Director of Support to review progress and address challenges
• Participate in weekly Support leadership meetings and monthly product webinars
• Contribute to company-wide support discussions during weekly Town Hall meetings
• Perform regular maintenance on technical support tools and handle ad-hoc system updates
• Manage changes in Assembled tool to reflect team structure updates
• Identify opportunities to improve efficiency and automation across support workflows
• Holistic Oversight: Unlike other team members focused on specific tasks, this role provides a comprehensive view of support system operations
• Strategic Focus: Responsible for driving efficiency improvements across the support tech stack rather than solely addressing immediate issues
• Cross-Departmental Impact: Acts as the main liaison for technical support needs across various teams
• Incident Ownership: Serves as the key point of contact for critical outages and escalations

Preferred Qualifications

• Experience with Zoom phone administration and workforce management software
• Familiarity with BPO (partner) management tools and best practices
• Understanding of customer success metrics and strategies for optimizing support operations

Benefits

• Flexible Time Off + 10 paid holidays
• Competitive Medical, Dental & vision offerings, including free medical premiums for employees, with buy up plan options, AND we match your HSA contributions
• Company sponsored Life, Disability & AD&D
• Mental Health support programs
• Cellphone & Gym membership Discounts
• 100% Paid Parental Leave
• 401K Retirement savings plan with company match up to 5.5% + unlimited access to financial advisors
• Tuition Reimbursement program
• Flexible work location: remote or hybrid, if local to Pleasant Grove, UT