Technical Support Specialist - Telecom
ServiceTitan•US TX Remote, WA
•$20 - $31
About The Position
The Technical Support Specialist provides technical support to ServiceTitan customers, helping small business owners in the trades use the company’s software. The role serves as a first point of contact across phone, chat, email, and screen-sharing sessions, and develops expertise in the product to identify effective solutions and workflows for customer needs. The specialist uses support resources, including the Salesforce Support Console, an internal chatbot, and in-depth testing, to resolve cases efficiently, prevent escalations, and deliver high-quality technical solutions. The position is scheduled to start November 30, 2026.
Requirements
- Bachelor’s degree preferred, or equivalent experience in technical support.
- Strong problem-solving, critical-thinking, troubleshooting, and resourcefulness skills.
- Excellent interpersonal skills, including empathy, patience, confidence, good humor, and the ability to interact with a broad range of personality types.
- Ability to thrive in a feedback-oriented culture and remain level-headed in a challenging, rapidly changing environment.
- Self-motivated and able to master complex software.
- Customer-centric mindset, desire to learn, and can-do attitude.
- Creative, out-of-the-box solutioning skills.
- Ability to translate complex technical issues into tangible solutions.
- Ability to prioritize, multitask, and perform effectively under pressure.
- Strong written and verbal communication skills.
- Ability to work as a team player.
- Intelligent, self-motivated, quick-thinking, and fast-learning.
Nice To Haves
- Home or commercial service industry knowledge.
- Basic understanding of SIP (Session Initiation Protocol), RTP, and call flow analysis.
- Understanding of SMS routing, SMPP, delivery receipts (DLRs), and carrier filtering.
- Familiarity with the brand registration process.
Responsibilities
- Serve as the first point of contact for customers needing help with all aspects of the software through phone, chat, email, and screen-sharing sessions.
- Become a product expert and develop creative solutions and workflows that meet customer needs.
- Use support tools and resources, including the Salesforce Support Console, internal chatbot, and in-depth testing, to resolve cases efficiently and prevent or de-escalate escalations.
- Provide comprehensive technical solutions directly to customers, resolving issues with high quality and speed.
Benefits
- Flexible time off and flextime.
- Learning and development opportunities, comprehensive onboarding, leadership training, and programs and events.
- Recognition through Bonusly and peer-nominated awards.
- Company-paid medical, dental, and vision insurance, with 100% employer-paid options and 90% dependent coverage.
- FSA and HSA.
- 401(k) match.
- Telehealth options, including One Medical memberships.
- Parental leave and support.
- Up to $20,000 in fertility services, including IUI and IVF.
- Surrogacy and adoption reimbursement.
- On-demand maternity support through Maven Maternity.
- Free breast milk shipping through Maven Milk.
- Pet insurance.
- Legal advisory services.
- Financial planning tools.
- Annual bonus and equity.
