Sr. Technical Support Specialist (TS3)

Whistic • West Jordan, UT

1d

About The Position

The Sr. Technical Support Specialist (TS3) is the most senior individual-contributor role on the Technical Support team, serving as the subject matter expert for the Support organization across escalations, integrations, product knowledge, and Jira-based issue resolution. This person handles the most complex TS1 and TS2 escalations, owns sandbox creation and support for customers and partners, and acts as a force multiplier for the team — backing up the Support Manager, mentoring TS1 and TS2 staff, and serving as the primary technical bridge between Support and Product/Engineering.

Requirements

• Demonstrated expertise as a Subject Matter Expert within a technical support environment
• Strong Jira ticket management and project administration skills
• Proficiency with Super Set and Splunk for deep-dive log/data analysis
• Working knowledge of SQL, Keycloak, SignalFX, Splunk
• Solid understanding of the integration portfolio (RFPIO, CSA, Bitsight, API, Postman, REST/HTTP, JSON)
• Familiarity with SSO & SAML at a high level (Okta testing)
• Experience performing general testing in Salesforce
• Familiarity with Zendesk or other CRM/ticketing tools
• Comfortable getting on live calls with customers/users to troubleshoot and resolve issues
• Proven ability to mentor, coach, and train team members
• Strong cross-functional collaboration skills (Dev, Product, Sales, Technical Programs)
• Ability to step into a leadership/coverage role in the Support Manager's absence
• Available during expected working hours, 9:00am – 5:00pm MT, Monday through Friday
• Strong Communication – give and gather
• Deliver Results
• Developing Others
• Cross-functional collaboration driver
• Mastering Simplicity
• Growth Mindset

Responsibilities

• Support TS1/TS2 with troubleshooting and ticket escalation
• Serve as Jira ticket expert and Project Admin
• Lead root cause analysis, STR confirmation, and Dev escalation/prioritization
• Handle complex support ticket cases requiring deep technical investigation
• Be a subject matter expert on the Whistic platform for troubleshooting and technical support purposes
• Get directly on calls with customers/users to help solve issues in real time
• Fill in for the Support Manager/Team Lead when unavailable
• Mentor and coach TS team members
• Maintain an active voice in weekly TS huddle, team meetings, and triage / Dev calls
• Act as SME in supporting tools (SQL, Splunk, Keycloak, Zendesk, etc.)
• Maintain a strong foundation across the current integration portfolio and prioritize workload accordingly
• Investigate, test, and resolve integration portfolio issues (RFPIO, CSA, Bitsight, Jira, API, etc.)
• Refine and enhance integration best practices
• Perform general testing in Salesforce and work with APIs; comfortable at a high level with Okta SSO testing
• Identify gaps in current internal processes and recommend solutions
• Help optimize the Zendesk ticket workflow and tooling for faster, higher-quality service
• Coordinate efforts with internal teams (Product, Dev, Implementation)
• Collaborate effectively with DEV, Product, Sales, and Technical Programs
• Create and update integration training materials and Support processes in our internal and external help center

Benefits

• Stock options
• Medical, dental, and vision insurance
• Company paid life insurance
• Internet and wellness stipend
• Mental health benefit
• Paid parental leave
• 18 Paid Holidays
• 15 Days PTO (All available your 1st day) + 2 additional days each year of employment!
• 3 Whistic DNA Days - Company-paid "Family Day", "Self Day", & "Community Day"
• Whistic Fridays- Work ends at 3:00 PM every Friday
• A world-class culture and employee experience!

What This Job Offers

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