Technical Support Associate III (Chicago-based)

seoClarity•Berwyn, IL

9d•$55,000 - $60,000•Hybrid

About The Position

seoClarity is seeking a technically curious, customer-focused Technical Support Associate III to join our growing Technical Client Support team in our downtown Chicago office. Whether your background includes enterprise SaaS, SEO, APIs, AI, or technical customer support, we're looking for someone who's eager to grow, solve meaningful problems, and help customers get the most out of our platform. If you're the type of person who loves figuring out why something works (or why it doesn't), enjoys turning technical complexity into simple solutions, and gets excited about learning emerging technologies, this role was built with you in mind!

Requirements

Bachelor's degree in business, Information Technology, Computer Science, Marketing, Communications, or related field.
3+ years of experience supporting customers in a SaaS, software, technology, or other client-facing technical environment where problem-solving and customer communication were key responsibilities.
Demonstrated ability to investigate technical issues, think critically through complex problems, identify root causes, and drive solutions rather than simply escalating challenges.
Exceptional verbal and written communication skills, with the ability to confidently explain technical concepts to both technical and non-technical audiences, including enterprise-level customers.
A strong sense of ownership and accountability with a proactive mindset that follows issues from initial discovery through successful resolution.
Excellent organizational and time management skills with the ability to prioritize multiple customer requests, projects, and competing deadlines in a fast-paced environment.
A collaborative approach with experience partnering across cross-functional teams such as Product, Engineering, Customer Success, or Operations to deliver exceptional customer outcomes.
Genuine curiosity, technical aptitude, and a passion for continuously learning new technologies, software platforms, and emerging AI innovations.
Previous experience supporting enterprise SaaS software or cloud-based technology platforms.
Exposure to APIs, integrations, web technologies, or software implementation projects.
Familiarity with AI-powered tools, automation platforms, large language models (LLMs), AI knowledge bases, or emerging agentic AI technologies.
Experience working with SEO, digital marketing platforms, website analytics, or search technologies.

Responsibilities

Serve as a trusted technical advisor for enterprise SaaS customers by diagnosing platform issues, answering complex product questions, and delivering timely, thoughtful solutions that create exceptional customer experiences.
Investigate, troubleshoot, and resolve customer-reported technical issues by analyzing platform behavior, identifying root causes, validating solutions, and ensuring issues are fully resolved from beginning to end.
Partner closely with Product and Engineering teams to reproduce software defects, communicate technical findings, validate bug fixes, and advocate for product enhancements that improve the overall customer experience.
Support new customer implementations, technical onboarding activities, platform configuration, and solution deployment to help customers realize value from the seoClarity platform as quickly as possible.
Translate sophisticated technical concepts into clear, easy-to-understand language that empowers both technical and non-technical stakeholders to confidently utilize the platform.
Create, maintain, and continuously improve technical documentation, troubleshooting resources, knowledge base articles, and internal support materials that enhance team efficiency and customer self-service.
Identify recurring customer challenges, usage patterns, and opportunities for product improvement, providing actionable feedback to Product and Engineering teams that helps shape future platform enhancements.
Take ownership of every customer interaction by demonstrating professionalism, urgency, critical thinking, and a commitment to delivering an exceptional support experience that strengthens long-term customer relationships.