Technical Support Specialist

Job Summary

Providing exceptional customer support, the full-time remote Technical Support Specialist will troubleshoot technical issues, advocate for customers, and ensure high satisfaction rates while maintaining a deep understanding of the product and its functionalities.

Key responsibilities

• Deliver fast, friendly, and technically sound support via email, chat, and video calls, maintaining high CSAT and meeting SLAs
• Diagnose and resolve product issues, documenting bugs and collaborating with the Engineering team for timely solutions
• Capture customer feedback and represent their voice in cross-functional discussions to improve product and support processes

Required qualifications

• 2+ years of experience in customer support or technical support for a SaaS product, preferably in a start-up or high-growth environment
• Technical proficiency in troubleshooting APIs, AI, CRMs, and workflow tools; experience with Zapier, Intercom, or Linear is a plus
• Exceptional written and verbal communication skills, with the ability to explain complex topics clearly and warmly
• Strong customer empathy and a genuine desire to understand and exceed customer needs
• Highly organized and detail-oriented, thriving on process and delivering consistently high-quality work