Support Specialist

Droplet • Draper, UT

21h • Hybrid

About The Position

Droplet provides a suite of document automation tools that helps organizations get the right information to the right people, fast. What started as a web form and approval workflow solution, built for school districts, out of a garage in Provo, Utah, has grown into one of the fastest-growing software companies in the nation. Droplet is a lean team of 30 motivated, hardworking individuals who are passionate about solving hard problems and delivering real value to customers. Their two flagship products, DropletForms and DropletSign, are leading the charge in helping organizations move away from paper-based processes and embrace the 21st century. With strong year-over-year revenue growth, great financial stability, and many more exciting products to come, Droplet is only just getting started. The Droplet Customer Experience (CX) team is small and tight-knit, focused on solving problems for customers and teammates with the core idea that customers are the top priority. CX at Droplet covers four teams: Customer Success, Implementation, Customer Education, and Support. The Support Specialist role is the front door for customers, being the first point of contact when issues arise, tasks are unclear, or workflows are broken. This role involves owning Tier I support responsibilities, which includes reading incoming cases, investigating the root cause of issues, and resolving as many cases as possible at this level. Cases that are genuinely too technical or require professional services are escalated to a dedicated team. The primary goal is to resolve cases efficiently at the Tier I level.

Requirements

• Excellent written communication: warm, clear, and concise, without jargon or corporate stiffness, allowing personality to show.
• High emotional intelligence, patience, and professionalism, with the ability to de-escalate stressed customers and make them feel heard while addressing the problem.
• An analytical, mystery-solving mind that digs until the real cause is understood and documents steps along the way.
• Fast and thorough work, prioritizing quick first-response and resolution times, and aiming to resolve issues correctly the first time.
• Technically curious.
• Proactive and creative with AI, experimenting, iterating, and helping the team improve AI usage.
• A genuinely strong teammate who is durable, committed, good-humored, and quick to help.
• Go the extra mile for customers.
• Ability to travel for the annual company all-hands (around 3-4 days).
• Commitment to an average full-time commitment of 40 hours per week.
• Obtain satisfactory results from a background check as a condition of joining the team.

Nice To Haves

• Experience with React
• Experience with JavaScript
• Experience with JSON

Responsibilities

• 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 for the help center documentation.
• Attend team meetings including one CX business meeting, one show-and-tell, and one rotating slot (company all-hands or Support huddle).
• Resolve Tier I support cases, investigating and resolving issues at your level.
• Advance genuinely too technical cases or those requiring professional services work to the escalation 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