Technical Support Specialist

Takt•Reston, VA

4d•$70,000 - $90,000•Hybrid

About The Position

Takt is hiring a Technical Support Specialist to support its warehouse intelligence software, which is used in live distribution-center operations. The specialist will handle customer support requests that require judgment or deeper investigation, troubleshoot issues, and escalate actionable bug reports to Engineering. The role works closely with Customer Success and Engineering and turns investigation findings into documentation and runbooks that can help customers and Takt’s AI support assistant resolve future questions. The position is hybrid and based in Takt’s Reston, Virginia office. The specialist will work a scheduled shift overlapping customer operating hours; schedules are set in advance and may include early mornings, evenings, or weekends. The role also participates in an on-call rotation for high-priority issues, with Engineering on call as backup for issues requiring code or infrastructure changes. Takt expects employees to use AI tools for research, drafting, and data queries, while verifying their output and taking responsibility for customer-facing answers.

Requirements

Experience supporting a SaaS product, including working tickets, troubleshooting user issues, and writing to customers.
Experience managing a support queue, prioritizing under volume, meeting response targets, and deciding when to escalate.
Comfort with technical tools, including reading logs, following data, and learning a product quickly.
Clear written communication, with the ability to explain issues without jargon to customers and retain technical detail for engineers.
Composure when supporting customers dealing with urgent operational issues.
Careful handling of customer data, using minimum necessary access.
Willingness to work scheduled shifts that may include early mornings, evenings, or weekends, and to participate in an on-call rotation.
Ability to work in a hybrid role based in Reston, Virginia; the posting seeks candidates local to the Washington, D.C. area.

Nice To Haves

Basic SQL.
Experience in retail, hospitality, or other high-volume, customer-facing work.
Experience with support platforms such as Pylon, Intercom, or Zendesk, including their AI features.
Scripting in Python or JavaScript for data gathering and troubleshooting.
Curiosity about logistics, warehousing, or physical operations.

Responsibilities

Triage, prioritize, and respond to support-queue requests according to their impact on warehouse operations and response targets.
Troubleshoot customer issues by reproducing them, reading logs, and gathering data.
Escalate bugs to Engineering with enough context for the team to investigate and fix them.
Keep customers updated until issues are resolved and notify them when fixes are released.
Write and update customer help articles and troubleshooting runbooks.
Identify shortcomings in AI support answers and flag the content that needs improvement.
Identify recurring problems and bring them to Customer Success, Product, and Engineering with examples.
Use AI tools to research issues, draft responses and documentation, and query data, while checking the results.
Work scheduled shifts that overlap customer operating hours and participate in the high-priority issue on-call rotation.