Technical Specialist

You will be responsible for providing technical analysis and strategic account support for Customer Success in a specified product area. This includes troubleshooting issues, serving as a subject matter expert, maintaining technical tools, and coordinating with Technical Services. Additionally, you will provide front-line support to Strategic customers, participate in Pre-Sales support, and actively monitor communication channels for possible issues. The role offers benefits such as employer-paid premiums for Medical, Dental, and Vision, a 401K match, flexible working program, and paid time off. A Bachelor's Degree or equivalent experience in a relevant field, along with experience in technology or SaaS, data manipulation or database support, and working with customers is required.

• Provide technical analysis and strategic account support for Customer Success related to a specified product area
• Own the process of escalations to Engineering from CS, follow-ups, and communications with Customer Success associates
• Troubleshoot issues related to the specified product area, including reproducing the issue, using backend tools to analyze and/or fix the data, and evaluating the scope of the issue systemwide
• Serve as the subject matter expert for the product, providing internal support and communicating product changes to Customer Success
• Maintain and enhance the library of technical tools used by Customer Success for technical services and support
• Coordinate with Technical Services to invoice and schedule requested work
• Participate in the technical aspects of product releases, customer feedback loop, and product roadmap on behalf of Customer Success
• Provide front-line support to Strategic customers, including taking requests for technical solutions via email, phone, live chat, and video
• Ensure issues and requests are resolved in a timely and effective manner
• Determine the technical validity and feasibility of special requests, and work with Product/Engineering and other members of the technical teams to implement custom solutions
• Participate in Pre-Sales support as needed, including evaluating the effectiveness of solutions for larger and/or more complex questions/objections during the sales cycle
• Actively monitor relevant communication/technical channels for possible issues, investigate, and escalate as appropriate
• Coordinate with Product, Engineering, and Operations to mitigate immediate issues and validate long-term solutions
• Provide communication and resources to Customer Success to respond to or resolve issues

• Bachelor's Degree or equivalent experience in a relevant field
• Two years' experience supporting, implementing, or consulting in technology or SaaS
• One year experience in data manipulation or database support
• One year experience working with backend tools for issue analysis and resolution
• Strong troubleshooting skills for technical issues related to specified product area
• Knowledge and expertise in the specified product area
• Ability to communicate product changes and updates to Customer Success team
• Familiarity with technical tools used for customer support and services
• Ability to coordinate with Technical Services for invoicing and scheduling work
• Participation in technical aspects of product releases, customer feedback loop, and product roadmap
• Front-line support for strategic customers, including resolving technical issues and requests
• Evaluating the feasibility of special requests and implementing custom solutions
• Pre-sales support, evaluating solutions for complex questions/objections during sales cycle
• Risk management, actively monitoring communication channels for issues and escalating as needed
• Collaboration with Product, Engineering, and Operations to mitigate issues and validate solutions
• Strong communication skills and ability to provide resources to Customer Success team
• Proficiency in Microsoft Office Suite and other relevant software applications

• 100% employer-paid premiums for Medical, Dental, and Vision for employee
• 75% employer-paid premiums for Medical, Dental, and Vision for dependents
• 401K match
• Flexible working program
• 12 paid company holidays
• Minimum 15 days PTO
• Paid parental and adoption leave
• Pay Range: $57,600 - $73,840 / year, depending on location