Technical Support Specialist

ASSA ABLOY•Phoenix, AZ

5d•Remote

About The Position

SiteOwl is a B2B SaaS platform used by physical security integrators and enterprise security teams to manage the entire lifecycle of physical security systems—from initial design to installation, maintenance, and long-term asset tracking. Customers upload digital floor plans, place devices like cameras or access control readers, and collaborate across teams through a unified system. The platform includes both desktop and mobile interfaces (including full offline functionality), powering operations in challenging real-world environments across retail, education, logistics, and more. We’re looking for a Technical Support Specialist to join our growing Customer Success organization. This role sits at the intersection of customer support, technical problem-solving, and enablement. You’ll be a frontline resource for customers while also helping shape how support works as we scale. This is a high-impact role with direct exposure to leadership. You’ll work closely with the VP of Customer Success to build support processes, training content, and a long-term support enablement strategy.

Requirements

3+ years of experience in technical support at a software or SaaS company
Experience handling Level 1 and Level 2 support tickets
Strong written and verbal communication skills
A customer first attitude
Problem-solver with a proactive, can-do attitude
Comfort working directly with customers on technical issues
Ability to document processes and explain technical concepts clearly
Light coding skills (e.g., JavaScript, Python, SQL) or experience troubleshooting APIs and integrations

Nice To Haves

Hands-on experience with Zendesk
Experience with UserPilot or similar in-app guidance / adoption tools
Familiarity with AI-powered support tools, chatbots, or automation
Experience contributing to or owning a knowledge base

Responsibilities

Provide timely, high-quality Level 1 and Level 2 technical support to customers via Zendesk
Troubleshoot software issues, configuration questions, and workflow challenges
Support customers with integrations and APIs, including light debugging and technical investigation
Escalate product issues clearly and effectively to Engineering and Product teams
Act as a customer advocate by identifying recurring issues and root causes
Create, maintain, and improve support documentation, help articles, and in app training
Contribute to customer-facing training materials and enablement content
Partner with Customer Success to ensure documentation supports onboarding, adoption, and ongoing usage
Help standardize responses and knowledge base content to improve resolution time and consistency
Help build and refine support processes, workflows, and SLAs as the team scales
Identify opportunities to leverage automation and AI to improve efficiency and customer experience
Follow established processes in Zendesk
Collaborate with Product, Engineering, and CS to improve feedback loops and visibility into customer issues
Work closely with the VP of Customer Success on support training strategy and operational maturity
Provide insights on customer friction points that inform product improvements and CS strategy
Play a key role in evolving support from reactive ticket handling to proactive enablement