Senior Technical Support Specialist

PracticeTek • San Diego, CA

1d • $23 - $28

About The Position

PracticeTek is seeking a Senior Technical Support Specialist to join their team. This role involves leading complex customer onboarding and technical implementation, serving as a primary escalation resource for advanced technical issues, and contributing to technical operations and continuous improvement. The specialist will also partner with cross-functional teams, provide technical leadership, and handle website and platform configurations. Success will be measured by the resolution of escalations, customer satisfaction, successful onboarding timelines, and contributions to knowledge base and automation efforts.

Requirements

• 5+ years of experience in technical support, IT support, SaaS operations, systems administration, or a customer-facing technical role
• Strong diagnostic and problem-solving skills, including experience analyzing logs, API calls, system behavior, or integration flows
• Experience troubleshooting APIs, integrations, authentication, and web-based platforms
• Ability to translate complex technical issues into clear explanations and action steps for both technical and non-technical stakeholders
• Experience deploying software in customer environments and troubleshooting installation, configuration, or integration challenges
• Experience using Salesforce, Asana, and Jira to manage customer issues, track work, document escalations, and collaborate cross-functionally
• Excellent communication skills across written, verbal, and customer-facing formats
• Proven ability to manage multiple high-impact priorities with minimal oversight
• Ability to balance technical depth with exceptional customer communication
• Experience supporting SaaS integrations involving APIs, middleware, databases, or system-to-system communication

Nice To Haves

• Hands-on experience building or customizing websites using WordPress, Squarespace, or similar platforms
• Experience with HTML, CSS, JavaScript, or other web technologies
• Previous mentorship or lead experience within a technical support organization
• Experience leveraging AI tools to improve troubleshooting, documentation, support workflows, or customer self-service

Responsibilities

• Lead complex customer onboarding and deployment activities, including advanced configurations, multi-location implementations, custom workflows, and integration readiness.
• Evaluate customer environments and recommend best practices to ensure scalable, secure, and reliable implementations.
• Improve onboarding documentation, deployment standards, and technical playbooks that reduce implementation time and improve consistency.
• Serve as the primary Tier 2/Tier 3 escalation resource for complex technical issues, integrations, APIs, website functionality, and platform performance.
• Perform root cause analysis through logs, system diagnostics, and cross-platform troubleshooting while driving timely resolution.
• Lead technical communications during high-impact customer incidents and coordinate resolution across internal teams.
• Identify recurring technical issues and implement scalable solutions that reduce support volume and improve customer outcomes.
• Develop and maintain knowledge base articles, troubleshooting guides, runbooks, automation opportunities, and support documentation.
• Leverage AI and automation tools to improve support efficiency, reduce manual effort, and enhance customer self-service.
• Partner closely with Product, Engineering, Customer Success, Sales, and third-party integration partners to improve product quality, deployment readiness, and customer experience.
• Use Salesforce, Asana, and Jira to document customer issues, track work, manage escalations, and support cross-functional visibility.
• Act as a technical mentor and subject matter expert for the Technical Support team.
• Coach team members on troubleshooting methodology, customer communication, and technical best practices.
• Review complex technical work and contribute to team readiness through documentation, training, and process improvements.
• Lead advanced website configurations and customizations for customer implementations.
• Recommend improvements to templates, automation, and deployment standards that improve consistency and reduce implementation effort.

Benefits

• Comprehensive health, dental, and vision coverage options
• Wellness benefits that support lifestyle, behavioral health, and overall wellbeing
• Flexible paid time off, sick time, and 10 company-paid holidays
• 401(k) plan with company match

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed