Technical Support Specialist

Gryphon AI • Boston, MA

5d

About The Position

Gryphon AI empowers marketing, customer service, and sales organizations to deliver meaningful revenue growth, an enhanced customer experience, and essential risk mitigation by seamlessly balancing regulatory compliance with business-specific objectives in every interaction. Gryphon ONE is a comprehensive platform that empowers revenue organizations and customer teams with intelligent, fully compliant solutions that enable enterprises to increase revenue, mitigate risk, and provide personalized customer support. With robust communication compliance measures, Gryphon ONE ensures that every customer interaction adheres to industry regulations. The Technical Support Specialist will work under the guidance of Gryphon AI’s Senior Manager of Customer Support within the Customer Success organization. We are looking for a passionate customer-obsessed individual with deep technology support and customer-facing expertise. Our ideal candidate will look at how they can make a positive impact, internally and externally, and finds joy in helping customers achieve desired outcomes and create positive impressions in each interaction.

Requirements

• 3–5 years of technical support experience in a B2B SaaS environment, supporting enterprise customers
• Experience with Zendesk, Jira Service Management, Salesforce Support, or other inbound ticketing systems
• Experience supporting REST and SOAP API integrations and secure file transfer operations (SFTP) in a customer-facing context
• Experience with technical writing and knowledge base management for internal and customer-facing audiences
• Demonstrated ability to identify recurring issues and drive improvements to support processes, documentation, or team workflows
• Strong written and verbal communication skills, with the ability to convey product and technical concepts clearly
• Comfortable working cross-functionally to manage escalations and drive resolution across internal teams
• Self-directed and curious, with the ability to build product knowledge independently and engage effectively with customer stakeholders at all levels

Nice To Haves

• Experience navigating reporting and analytics functions within enterprise SaaS platforms as an end user
• Experience with Salesforce or other CRM platforms
• Familiarity with outbound contact compliance, collections, or marketing contact use cases in a B2B context
• Familiarity with one or more enterprise integration patterns including VoIP/telephony, CRM, REST API, or file-based data exchange

Responsibilities

• Triage incoming customer requests via email and phone, gathering context, identifying underlying motivations, and communicating root cause and resolution to the customer
• Perform structured troubleshooting and issue reproduction for reported product defects and configuration issues, including API and SFTP integrations
• Use logs and available diagnostic tools to identify the source of reported issues and determine the appropriate resolution or escalation path
• Monitor ticket content for trends and elevate findings, working across departments to resolve issues and initiate new projects to improve customer experience
• Collaborate with peers to improve knowledge base content, internal troubleshooting documentation, and support processes
• Develop deep familiarity with Gryphon ONE platform capabilities and their downstream impact on customer outcomes

Benefits

• medical
• dental
• vision
• 401(k)
• other employee programs

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed