Technical Support Specialist

Summary

Join CoLab, a cloud-based platform for mechanical engineering design review, as a remote Technical Support Specialist based in Ireland. You will provide technical support to enterprise customers, troubleshooting issues and guiding them through the platform. This role requires exceptional communication and interpersonal skills, experience with SaaS applications, and proficiency in ticket management systems. The position offers a competitive compensation package, including stock options, 100% employer-covered health and dental insurance, and unlimited PTO. The work schedule is 7 am to 3 pm UTC. Success is measured by response time, average handling time, and customer satisfaction.

Requirements

• Experience dealing with external enterprise customers in a technical support context for a SaaS web application
• Exceptional interpersonal skills with a broad range of external and internal teams
• Exceptional written communication skills and the ability to effectively communicate technical concepts to non-technical users
• Ability to communicate effectively and with empathy via phone and web conference
• Experience with a ticket management system like Zendesk, Shortcut, or Jira
• Experience managing and maintaining a knowledge base
• This role will deal with highly sensitive information, requiring the successful completion of enhanced background checks and security clearance in some situations

Responsibilities

• Provide help and answers to customers' technical issues by identifying the problem, researching answers and providing guidance
• Champion all aspects of the user’s experience, with a focus on clarity and speed
• Work to clarify and triage customer requests as quickly as possible
• Maintain a positive customer sentiment throughout the support process and escalate appropriately
• Consistently follow up with the internal teams on open issues
• Consistently and confidently triage and escalate requests to other internal teams in a timely manner
• Independently own the support process and decision matrix, completing retros and updating as necessary

Preferred Qualifications

• Experience with web debugging tools such as Chrome Dev Tools, JavaScript Console and performance monitoring platforms like Datadog, New Relic or AppDynamics
• Experience working with CAD desktop software and troubleshooting issues loading / converting CAD files

Benefits

• Health and dental insurance (covered at 100% for the employee)
• Unlimited PTO