Principal Technical Support Specialist

Job Summary

Serving as a highly experienced individual contributor, the full-time remote Principal Technical Support Specialist will manage complex customer issues, act as a key escalation point, and mentor peers while driving improvements in support quality and effectiveness.

Key responsibilities

• Resolve complex customer issues via email, chat, and other support channels, focusing on escalated cases
• Provide real-time guidance and support to team members, fostering a collaborative and high-performing environment
• Contribute to process improvements and maintain internal documentation, troubleshooting guides, and support processes

Required qualifications

• 4-6+ years in a technical, customer-facing support role
• Strong experience handling escalated or complex technical issues
• Demonstrated ability to mentor and support peers without formal management responsibilities
• Advanced understanding of product functionality, integrations, and troubleshooting methodologies
• Proven ability to work cross-functionally with technical teams (Engineering, Product, Tier 2)