Support Specialist

Droplet • Draper, UT

3h • Hybrid

About The Position

Droplet provides a suite of document automation tools, including DropletForms and DropletSign, helping organizations, particularly K-12 school districts, move away from paper-based processes. The company is a lean team of 30 individuals focused on solving problems and delivering value, experiencing strong year-over-year revenue growth and financial stability. The Customer Experience (CX) team at Droplet is small and tight-knit, prioritizing customers. It comprises Customer Success, Implementation, Customer Education, and Support, with Support acting as the initial point of contact for customer issues. This role is a Tier I Support Specialist position, responsible for managing incoming support cases, investigating issues, and resolving them at the first level. When cases are too technical or require professional services, they are escalated. The role involves approximately 80% time in the support queue, 10% engaging with the Droplet Community, 5% contributing to documentation, and 5% in team meetings. This is a ground-floor role with opportunities for growth into areas like customer education, customer success, sales enablement, implementation, or engineering, with corresponding compensation adjustments. The customers are primarily form-builders and submission managers at K-12 school districts, who may be frustrated, panicked, or confused, requiring a mystery-solving approach with patience and clear, jargon-free communication. The role also encourages proactive and creative use of AI to augment support work, such as refining technical instructions, checking tone, and identifying patterns, while maintaining a human touch and personal voice.

Requirements

• Excellent written communication (warm, clear, and concise, without jargon or corporate stiffness, with personality showing through)
• High emotional intelligence, patience, and professionalism (ability to de-escalate stressed customers and make them feel heard)
• Analytical, mystery-solving mind (digging beyond symptoms to understand the real cause and documenting steps)
• Fast and thorough (prioritizing first-response time, resolution time, and getting it right the first time)
• Technically curious
• Proactive and creative with AI (experimenting, iterating, and helping the team get better at using AI well)
• Genuinely strong teammate (durable, committed, good-humored, and quick to help)
• Go the extra mile for customers
• Ability to work hybrid in the Lehi, UT area
• Commitment to an average full-time commitment of 40 hours per week
• Ability to obtain satisfactory results from a background check

Nice To Haves

• Experience with React
• Experience with JavaScript
• Experience with JSON (particularly for troubleshooting computed fields or dataset formatting)

Responsibilities

• Own Tier I support responsibilities
• Read incoming cases
• Investigate what is actually happening (not just what the customer reports is happening)
• Resolve as many cases as possible at the Tier I level
• Advance genuinely technical or professional services cases to the escalation team
• Work primarily in Salesforce Service Cloud, triaging cases, investigating issues, responding quickly, resolving fully, and keeping the back-and-forth count low
• Be a regular, recognizable presence in the Droplet Community (hosted on Circle)
• Flag gaps, suggest improvements, and contribute to revisions in documentation
• Attend CX business meetings, show-and-tell sessions, and rotating company all-hands or Support huddles
• De-escalate stressed customers and make them feel heard without losing the thread of the actual problem
• Dig until the real cause of a problem is understood and document steps along the way
• Maintain fast first-response time and resolution time
• Ensure accuracy to prevent customers from being stuck in a six-message back-and-forth
• Experiment with and iterate on AI tools to augment work, refine technical how-tos, check tone, and surface patterns
• Share learnings about new AI tools with the team

Benefits

• Comprehensive health coverage: Medical, dental, and vision with significant employer contribution toward premiums for employees and their dependents
• 401(k) with company sponsorship
• Generous parental leave
• Career growth opportunities
• Stock options
• In-office perks: Endless snacks and coffee at our Utah HQ
• Flexible, trust-based time off (for salaried employees)
• Paid holidays (for hourly roles)
• Additional unpaid time off available upon approval (for hourly roles)

What This Job Offers

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