Technical Support Specialist I

Lob

18h•$75,000 - $80,000•Remote

About The Position

The Technical Support Specialist I is the first technical point of contact for Lob customers experiencing issues. The role resolves tickets related to Lob’s direct mail API and dashboard, including API errors, webhook issues, address verification, and delivery tracking. It also turns recurring customer questions into useful self-service resources. The specialist joins the Solutions Engineering team and works alongside presales and implementation Solutions Engineers, helping shape the customer experience.

Requirements

At least 1–2 years of experience in customer support, technical support, or another customer-facing role; B2B SaaS or API company experience is ideal.
Comfort reading JSON, HTTP status codes, basic API documentation, and basic HTML/CSS.
Clear written communication, including the ability to explain technical issues to both developers and non-technical customers and to respond calmly to frustrated customers.
Curiosity and willingness to consult documentation and logs and verify answers rather than guess.
Sound judgment about when to resolve a ticket independently and when to escalate, including asking for help early.
Comfort using AI tools responsibly, checking their output, and avoiding entering customer data or API keys into unapproved tools.
Ability to organize a busy ticket queue, prioritize by urgency and impact, and follow tickets through to resolution.
Eagerness to learn new technical products and work through unfamiliar problems.
Ability to establish and build lasting customer relationships and/or customer support experience.
Ability to multitask among tickets, emails, and open cases to resolve issues.
Ability to thrive under tight deadlines.
Ability to work in a diverse team environment.
Comfort presenting ideas internally and to client stakeholders.
Strong time management, prioritization, and communication skills.

Nice To Haves

Experience with Zendesk or a similar help desk.
Experience with Postman or curl.
Experience with browser developer tools.
Basic SQL knowledge.
Experience with print, mail, or logistics.

Responsibilities

Respond to and resolve customer tickets in Zendesk within SLA, tailoring the level of detail to each customer’s plan.
Troubleshoot API errors, webhook delivery issues, and HTML template rendering problems using request IDs, logs, the Lob dashboard, and tools such as Postman.
Explain address verification, mail piece specifications, and delivery tracking to customers with varying technical backgrounds.
Use AI tools to research issues and draft replies, reviewing all output before sending it to customers.
Research cases before escalating and provide Engineering, Solutions Engineering, or Finance with the information needed to act on complex cases and reproducible bugs.
Identify security, fraud, privacy, and account-hold situations and route them to the appropriate owner.
Tag tickets consistently and flag recurring product friction to Product.
Write and improve macros and help center articles based on customer questions and support queue trends.