Senior Software Support Specialist

Smokeball•Chicago, IL

About The Position

We are looking for a senior, client-focused problem solver to become Smokeball’s go-to expert on Archie, our AI tool. This is a senior individual contributor position where you will be the go-to person for all things Archie support. You will take the lead on escalations across both the Archie functionality built into our core software and our upcoming standalone Archie offering, with support remaining a shared service across both. Reporting to the Software Support Manager, you will have the opportunity to work directly with Archie’s Product and Engineering leaders. We are looking for someone who doesn’t just flag problems, but gets curious, digs into the root cause, suggests solutions, asks for the right support, and helps figure out how we can make things better. No two weeks will look exactly the same, but you could find yourself serving as the primary point of escalation for Archie tickets, both from Smokeball-integrated clients and stand-alone Archie users, accurately and proactively creating, maintaining, and resolving Archie tickets through ZenDesk, testing and reproducing complex Archie issues to identify root cause, including issues that other support tiers couldn’t crack, partnering directly with Archie product and engineering leaders to report trends, provide feedback, and propose fixes—not just problems, building and maintaining Archie-specific troubleshooting guides, workaround procedures, and internal knowledge base content, helping shape support workflows and escalation criteria ahead of the stand-alone Archie launch, informally guiding other support specialists on Archie-related tickets, sharing expertise without formal management authority, monitoring ticket trends to spot patterns worth flagging to leadership before they become bigger problems, and contributing to team goals by improving response and resolution times, as well as client satisfaction ratings.

Requirements

3+ years of direct experience providing software support to clients, including experience operating as an escalation point or subject-matter expert
Genuine curiosity about AI tools and comfort troubleshooting AI-powered products
Ability to communicate technical information clearly to non-technical users, and to communicate confidently and credibly with leadership
Proven ability to not just identify problems but to propose solutions, ask for help, and help drive fixes to execution
Ability to diagnose and remotely resolve complex software and AI-related system malfunctions
Ability to think critically and quickly learn and adapt to new and evolving product functionality
Excellent written and verbal communication skills
Capable of managing multiple tasks and projects effectively across two connected but distinct product lines

Nice To Haves

Mad ping-pong skills

Responsibilities

Serving as the primary point of escalation for Archie tickets, both from Smokeball-integrated clients and stand-alone Archie users
Accurately and proactively creating, maintaining, and resolving Archie tickets through ZenDesk
Testing and reproducing complex Archie issues to identify root cause, including issues that other support tiers couldn’t crack
Partnering directly with Archie product and engineering leaders to report trends, provide feedback, and propose fixes—not just problems
Building and maintaining Archie-specific troubleshooting guides, workaround procedures, and internal knowledge base content
Helping shape support workflows and escalation criteria ahead of the stand-alone Archie launch
Informally guiding other support specialists on Archie-related tickets, sharing expertise without formal management authority
Monitoring ticket trends to spot patterns worth flagging to leadership before they become bigger problems
Contributing to team goals by improving response and resolution times, as well as client satisfaction ratings