Remote Technical Support Specialist

Summary

Join Ethena's Customer Success team as a Technical Support Specialist! This role will report to our Implementation & Support Team Lead and be responsible for owning customer support queue, integrations, and technical documentation. Our workforce is fully remote, and your personal working hours can be based on your own timezone.

Requirements

• Excellent customer service skills - the ability to be empathetic and responsive while clearly explaining complex technical topics in easily understood language
• Experience investigating and troubleshooting technical issues in a web based environment, using standard browser debugging & account impersonation tools
• At least three years of experience working in a customer-facing support role
• Experience proactively documenting and flagging complex technical issues, with superior attention to detail throughout
• An interest in developing more technical skills and experience in partnership with engineering counterparts
• Excellent written and spoken communication skills
• Experience building and maintaining internal and external knowledge bases
• Familiarity with Single Sign-On, HRIS, and Learning Management System integrations with ability to be trained to own customer set-up within 6 mo of onboarding
• Some familiarity with Looker or a similar business intelligence tool

Responsibilities

• Become a trusted contact for our customers by guiding them through account setup, integrations, issue troubleshooting, and questions
• Maintain and thoughtfully add to external help center and internal knowledge base as our product and customer needs evolve
• Manage a high volume of support tickets via email and chat, effectively prioritizing based on account size and urgency
• Own support automation solutions & provide recommendations for overall support strategy; build systems to scale support over time
• Serve as internal subject matter expert on integrations, including Single Sign-On, HRIS, Learning Management System, and Looker
• Capture suggested improvements and feedback from our customers for the Product team; offer values-driven suggestions to help Ethena solve our customer's expanding compliance needs
• Submit, track, and escalate Engineering tickets as needed, while keeping customers informed of progress in an easily digestible manner

Benefits

• 20 days of paid time off per year (prorated from your start date)
• All 11 federal holidays* and unlimited paid sick leave (* US-specific benefits. For more details on our Canadian benefits, leave a note in your application.)