Customer Support Specialist

AbsenceSoft

10d•$57,000 - $71,314•Remote

About The Position

We're looking for a Customer Support Specialist to join our Customer Support team as an advanced individual contributor. In this role, you'll manage complex cases, drive escalations to resolution, and serve as a subject matter expert on the AbsenceSoft platform. You'll work closely with our Product, Engineering, and Customer Success teams to address high-impact issues while contributing to continuous improvements in customer experience, processes, and support resources.

Requirements

Bachelor's degree in Business, Communications, Technology, or a related field — or equivalent experience.
2–4 years of experience in customer support, SaaS application support, or client-facing roles.
Proven expertise with support tools and case management systems (e.g., Zendesk, Salesforce Service Cloud).
Demonstrated ability to resolve highly complex customer issues with minimal supervision.
Strong communication skills, with the ability to explain technical solutions clearly to varied audiences.
Ability to professionally navigate customer frustration and de-escalate challenging interactions.
A customer-first mindset — proactive, solution-oriented, collaborative, and comfortable mentoring peers in a fast-paced, scaling environment.

Nice To Haves

Experience in HR technology, leave management, or compliance-driven SaaS is a plus.
Familiarity with API troubleshooting, integrations, and advanced data workflows is a plus.
Experience with Datadog, Sumo, or similar diagnostic tools is a plus.

Responsibilities

Resolve complex, time-intensive customer issues that require deep product knowledge, advanced troubleshooting, and multi-step investigation across interconnected system components.
Validate and reproduce suspected product defects escalated from Tier 1, conducting thorough testing to identify root causes, conditions, and scope of impact.
Collaborate with Product and Engineering teams to document defects with clear reproduction steps, supporting evidence, and business impact analysis.
Utilize support tools — including Sumo logs and DataDog — to diagnose system issues, analyze performance, and conduct technical investigation.
Serve as an escalation resource for Tier 1 analysts on complex application issues, providing guidance on advanced troubleshooting and product functionality.
Document comprehensive application solutions and complex workflows, contributing to knowledge base content that elevates overall team capabilities.
Build deep expertise in assigned product domains, staying current on the product roadmap, known issues, and complex configuration scenarios.
Participate in maintaining company security controls and compliance standards within your role.