Technical Support Specialist

About the Role

The Technical Support Specialist helps customers successfully utilize the organization's cloud-based software solutions. This customer-facing role delivers technical support and customer service across multiple support channels to clients ranging from small businesses to large enterprises. The position requires strong service and communication skills, sound judgment, and structured troubleshooting abilities to investigate and resolve customer issues. This is a full-time position located in the United States.

Key Responsibilities

• Investigate and resolve customer technical issues effectively and efficiently through multiple support channels.
• Use product knowledge, documentation, previous case history, application data, system information, and AI-assisted tools to research customer issues.
• Ask focused questions, assess available evidence, and follow reported problems beyond their initial symptoms to identify the likely source.
• Use browser diagnostic tools, logs, network activity, HAR files, error messages, and other available technical information during troubleshooting.
• Critically evaluate and validate findings produced by AI-assisted systems before using them to resolve a case or communicate with a customer.
• Communicate with customers professionally and consistently regarding issue status, findings, next steps, and resolution.
• Document customer interactions, troubleshooting performed, relevant evidence, issue status, and resolution in the appropriate case-management system.
• Escalate unresolved issues to the appropriate internal teams with a clear problem statement, supporting evidence, completed troubleshooting, and specific unanswered questions.
• Continually develop product knowledge and improve customer-service, technical-investigation, and AI-assisted troubleshooting skills.
• Meet or exceed agreed-upon performance expectations for productivity, quality of work, investigation quality, and overall customer experience.
• Conduct all business in accordance with organizational policies and procedures.
• Perform other duties as assigned.

Requirements & Tech Stack

• Basic understanding of, or willingness to learn, the organization's product suite.
• Strong critical-thinking, problem-solving, and troubleshooting skills.
• Ability to search and apply information from documentation, previous cases, known issues, and other available knowledge sources.
• Ability to learn and use case-management, work-tracking, system-monitoring, observability, and approved data-access systems.
• Ability to use browser developer tools and perform an initial assessment of console messages, network activity, HAR files, logs, and common web application errors.
• Basic understanding of, or willingness to learn, standard web technologies, browsers, web applications, HTML, CSS, JavaScript, APIs, and databases.
• Ability to use AI-assisted systems effectively, provide appropriate context, ask clear follow-up questions, and assess the accuracy and completeness of their output.
• Ability to use AI capabilities connected to approved product, support, knowledge, observability, and data systems as part of a complete investigation.
• Ability to distinguish verified evidence from assumptions and recognize when additional information or specialized assistance is required.
• Excellent verbal and written communication skills.
• Exceptional customer-service skills.
• Effective prioritization and triage skills with the ability to manage multiple customer inquiries.
• Self-directed learner who can adapt to new products, technologies, tools, and troubleshooting methods.

Qualifications

• Typically requires a minimum of two years of technical customer-service experience, preferably in a SaaS environment.
• Technical aptitude developed through professional experience, self-directed learning, technical training, certifications, or education.
• Experience using customer-support, case-management, work-tracking, documentation, or knowledge-management systems.
• Experience troubleshooting web applications or using browser diagnostics, system-monitoring information, application data, or AI-assisted tools.