Senior Technical Specialist
About The Position
FormAssembly is a data collection platform that helps organizations collect, use, and be good stewards of the personal data entrusted to them. Higher Ed institutions, nonprofits, healthcare systems, FinServ companies, and government agencies use FormAssembly to build secure web forms, automate workflows, and connect data directly into the systems they already run on — Salesforce chief among them. That means the problems arriving in Support are rarely simple. A form that will not submit might be a styling conflict, a conditional logic error, a Salesforce field mapping problem, or an authentication failure three layers down. Figuring out which is the job. As a Senior Technical Support Specialist, you handle the technically demanding end of the customer queue and help the people around you get better at doing the same. You will spend most of your time solving customer problems over email and chat — the tricky ones, where the answer is not in an article, and the cause is not obvious. You will read browser console errors, inspect form configurations, trace Salesforce integration failures, and reproduce issues before you escalate them. When something does need to go to Tier 2 or Engineering, you scope it well enough that nobody has to start over. The rest of your time goes to raising the team's ceiling: mentoring newer Specialists, contributing to documentation and troubleshooting guides, watching the queues for trends worth flagging, and helping new hires get oriented. This is a senior individual contributor role. You will not manage anyone. You will influence a lot.
Requirements
- 2+ years in a technical, customer-facing support role, with demonstrated experience troubleshooting beyond documented procedures
- Strong written communication — clear, warm, and technically accurate
- Experience diagnosing issues in a web-based SaaS product
- Salesforce experience as a power user or administrator
- Comfortable working remotely with reliable and secure internet access
- HTML — reading and interpreting form structure, embedded forms, iFrame publishing
- CSS — diagnosing styling conflicts and selector specificity issues
- JavaScript — reading errors and understanding form logic and dynamic behavior; you do not need to write applications from scratch
- Browser developer console — independent error diagnosis and DOM inspection
- Salesforce — field mappings, error interpretation, object relationships, connector configuration
- Ticketing systems — clear bug reports with reproduction steps and severity assessment
Nice To Haves
- Salesforce Administrator certification
- REST API literacy, or experience with Postman or similar tools
- Familiarity with DNS, SSL, or email deliverability troubleshooting
- Experience supporting customers in regulated industries — healthcare, Higher Ed, government, or FinServ
- Chat support experience alongside email
Responsibilities
- Resolve customer issues over email and chat, focusing on the technically complex end of the queue
- Diagnose problems across web forms, conditional logic, styling, and integrations rather than matching symptoms to articles
- Troubleshoot Salesforce integration issues — field mappings, error messages, object relationships, connector configuration
- Reproduce issues and scope them clearly before escalating to Tier 2 or Engineering
- Monitor queues and Slack for trending problems and release-related issues, and escalate patterns early
- Answer teammates' questions in Slack and act as a go-to resource for Specialists working through hard cases
- Mentor newer team members, including through the Support Buddy program for new hires
- Write and improve internal documentation, troubleshooting guides, and process notes
- Contribute to weekly case reviews and help raise case quality across the team
- Assist with form moderation and bad-actor review
- Share customer feedback and product friction with Support leadership, Product, and Engineering
Benefits
- Health benefits (health, dental, vision) for Team Members based in the United States
- Mental Health benefits with SpringHealth
- 401(k) with 4% company match
- Unlimited PTO (with a required minimum use of 2 weeks per year) for Salaried/Exempt staff, or 4 weeks of paid vacation for hourly/non-exempt employees.
- 9 paid company holidays
- Flexible work schedule; work from anywhere!
- Generous Paid parental leave (up to 16 weeks)
- Charitable contribution match
- Budget for professional development
- Company provided Mac laptop
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
