Enterprise Technical Support Specialist

Job Summary

Serving as the dedicated technical voice for enterprise clients, the full-time remote Enterprise Technical Product Support Specialist will manage complex customer inquiries, resolve technical issues, and collaborate closely with cross-functional teams to ensure optimal use of the company's AI-driven ecommerce solutions.

Key responsibilities

• Respond to enterprise customers through live chat, email, and direct channels, ensuring thorough follow-through from initial contact to resolution
• Investigate and resolve complex technical issues related to integrations, reporting, and data workflows, while maintaining deep knowledge of internal resources
• Coach enterprise customers on best practices and workflows, collaborating with account teams to align customer needs with company offerings

Required qualifications

• 3+ years of experience in customer support, technical support, or customer success, with at least 1 year supporting enterprise or mid-market SaaS accounts
• Strong technical understanding of ecommerce systems, including familiarity with pixels, server-side tracking, and data integrations; SQL fluency is a plus
• Proven investigative and problem-solving mindset, with a focus on understanding underlying issues beyond surface-level errors
• Exceptional written and verbal communication skills, capable of engaging with diverse stakeholders including operators, engineers, and executives
• Experience with support and ticketing platforms such as Intercom, HubSpot, or Jira