Technical Support Specialist

Summary

Join Fountain's growing team as a Technical Support Specialist and maintain relationships with major brands. You will support various features and integrations, resolve issues, drive adoption, and be the voice of the customer. The role involves diagnosing and troubleshooting software issues, collaborating with internal teams, creating technical documentation, and gathering customer feedback. You will work on Tier 2 and Tier 3 support, requiring advanced technical skills. This position offers the opportunity to build strong customer relationships and contribute to product improvement. Fountain provides a unique work environment with global opportunities and various benefits.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience
• 2+ years of experience in a technical support role at a software company
• Strong troubleshooting skills with the ability to diagnose complex technical issues
• Familiarity with software development processes and technologies (e.g., APIs, databases, querying DBs via SQL) and familiarity with log and error monitoring
• Excellent verbal and written communication skills, with the ability to convey technical information to non-technical users
• Strong problem-solving abilities and a customer-oriented mindset

Responsibilities

• Respond to customer inquiries in Intercom ticketing system in a timely and professional manner, and provide work arounds or alternate solutions while issues are being investigated
• Diagnose and troubleshoot software issues, providing effective solutions or escalating as necessary by generating well informed and documented tickets in Linear
• Investigate problems using data logs, on platform and API testing, using Fullstory to view user sessions, backend settings, and engaging with our integration partners
• Collaborate with engineering, support engineering, and product teams to identify and resolve technical problems
• Create RCA (Root Cause Analysis) documentation for some incidents when necessary
• Create and maintain technical documentation, including FAQs, user playbooks, and troubleshooting tips
• Assist in the onboarding process for new team members, providing training and support as needed
• Gather customer feedback and insights to help improve product features and support processes
• Participate in team meetings to discuss ongoing issues, share knowledge, and enhance overall support quality
• Fountain is a multi-product suite, so it’s pertinent to the success of the team to stay up-to-date with product updates, new features, and industry trends to provide informed support
• Establish baseline performance metrics related to service level agreements (response rates and resolution times) and key performance indicators like ticket volume addressed, first touch resolutions, and CSAT

Preferred Qualifications

• Experience with ticketing systems and support tools (e.g., Intercom, Zendesk, Linear, JIRA) is a plus
• Experience with different HR systems, ATSs, and multi-product suites is preferred
• Experience in B2B SaaS startup environments
• Working remotely for a global company across multiple time zones
• SQL experience

Benefits

• Competitive health plans
• A retirement plan
• A flexible vacation policy
• Paid holidays
• Monthly lunch stipends
• Annual allowances for ongoing education related to your profession and career advancement
• Home office, cell phone, and wellness reimbursements