Technical Support Specialist
About The Position
We’re hiring a Technical Support Specialist to own escalated, technically complex customer issues. You’ll step in when problems go beyond standard support—owning investigations, troubleshooting integrations, and working cross-functionally to drive resolution. You’ll act as the bridge between Customer Success, Product, and Engineering, ensuring issues are clearly understood and efficiently resolved. This role also supports pre-sales and onboarding, helping prospects and new customers navigate technical questions and set up for success. This is a high-ownership IC role that requires strong technical problem-solving, clear communication, and the ability to operate across teams.
Requirements
- 3–5 years in Technical Support, Solutions Engineering, or similar role
- Strong troubleshooting skills across integrations, APIs, and SaaS tools
- Ability to clearly communicate technical concepts to both technical and non-technical audiences
- Highly organized with strong attention to detail
- Comfortable working cross-functionally with Product and Engineering teams
- Proactive and resourceful — you take ownership of problems and drive them to resolution
Nice To Haves
- Experience working with APIs, webhooks, or integration platforms
- Familiarity with tools like HubSpot, Linear, or similar SaaS ecosystems
- Experience in a B2B SaaS environment
- Exposure to pre-sales or onboarding support
Responsibilities
- Own and resolve escalated technical support issues, including integrations and complex product behavior
- Troubleshoot across systems, APIs, and third-party tools to identify root causes
- Act as the primary liaison between Support, Product, and Engineering on technical issues
- Clearly document issues, reproduce bugs, and communicate context to internal teams
- Ensure timely resolution and consistent follow-through on all escalations
- Support pre-sales conversations by answering technical questions from prospects
- Partner with Customer Success during onboarding to guide customers through technical setup
- Identify recurring technical issues and drive improvements to:
- Documentation and help center content
- Internal troubleshooting workflows
- Product feedback loops
- Maintain clean, accurate records in support and CRM systems
Benefits
- Flexible, fully remote environment
- Competitive employer-sponsored health insurances
- 401(k) + company matching
- Professional development reimbursements
- Quarterly remote work stipend
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
11-50 employees
