Technical Support Specialist T3

As a Technical Support Specialist, you'll own complex technical queries, act as a trusted advisor to both customers and internal teams, and help drive improvements in product, processes, and peer development. You’ll be a change agent on the team solving high-impact problems, supporting cross-functional partners, and driving high-impact, AI-informed solutions.

Requirements

• Compose thoughtful, personalized responses to a variety of customer requests
• Provide a consultative approach to customer interactions
• Triage incoming requests and spot trends in customer issues
• Interact with customers to provide and process accurate, valid, and complete information
• Ability to support 60-70 customers per week, providing efficient and meaningful support
• Log, manage, and follow up on all customer support tickets
• Perform problem-solving tasks, provide answers to product-related questions and troubleshooting
• Diagnose, reproduce, and troubleshoot technical issues (APIs, webhooks, SDKs, and more)
• Perform ad hoc tasks when requested by the client
• Proactively monitor the client’s dashboards and platforms and actively reach out to customers who need extra support with troubleshooting
• Ensure proper and timely escalation of issues to meet internal and external expectations
• Deliver service excellence and maximize customer service and satisfaction
• Work with the external team to stay updated on product and service knowledge
• Contribute to internal projects and pilots aimed at improving teammate efficiency and the overall customer experience
• Navigate ambiguity using structured thinking, creativity, and a strong product mindset
• Act as a mentor providing feedback, initiating upskilling, and modeling best practices
• Coach peers through tough tickets while flagging trends that impact Support
• Share insights and improvements to help evolve how our team supports customers and collaborates internally

Benefits

• Competitive compensation
• vacation leave
• HMO
• Training and development programs