Technical Support Specialist

OfficeRnD•Boynton Beach, FL

3d•Hybrid

About The Position

OfficeRnD is seeking a Technical Support Specialist to work on a complex SaaS platform that integrates with payment gateways, accounting systems, CRMs, and door access hardware. This role involves handling everything from REST API troubleshooting to document template fixes in HTML and CSS. The specialist will collaborate closely with Product, Dev, and QA teams to investigate bugs, capture customer feedback, and bridge the gap between customer experience and product development.

Requirements

2+ years in a technical support role.
Comfortable working in Intercom or similar helpdesk tools and with remote desktop sessions.
Solid grasp of support fundamentals: ticket prioritization, escalation, SLA, and CSAT.
Strong troubleshooting instincts - you dig until you find the root cause.
Excellent command of written and spoken English.

Nice To Haves

HTML, CSS, or REST API experience is a plus.
Familiarity with accounting software, CRMs, or email domain management is a plus.
A CS degree or related field is preferred but not required.
Familiarity with AI tools - using them in a support workflow, not just knowing they exist - is a plus.

Responsibilities

Handle customer queries over email and chat, with occasional remote sessions, within SLA targets.
Investigate and reproduce bug reports, then work with Dev and QA to confirm and log them.
Use Postman, HTML, and CSS to dig into and resolve customer-specific requests.
Translate customer feedback into clear, actionable reports for the product team.
Own integration-related questions - door access, payment gateways, accounting systems.
Build relationships with customers by understanding their setup and catching issues before they escalate.
Collaborate across teams to share knowledge and contribute to how our products develop.