Technical Support Specialist

Posted 17 days agoViewed

💎 Seniority level: Middle, 3+ years

📍 Location: North America

💸 Salary: 87000.0 - 99000.0 USD per year

🔍 Industry: ECommerce

🏢 Company: Postscript👥 251-500💰 $65,000,000 Series C almost 3 years ago🫂 Last layoff almost 3 years agoSales Automation Advertising E-Commerce SMS Enterprise

🗣️ Languages: English

⏳ Experience: 3+ years

🪄 Skills: SQLAPI testingRESTful APIsTroubleshootingJSONTechnical supportScriptingDebuggingCustomer support

Requirements:

3+ years in a customer-facing technical support function; passion for excellent customer experiences
Familiar with front and backend code, SQL, and troubleshooting API calls; ability to interpret code
Familiar with SMS technologies and complexities behind them (carrier networks, device software impacts), preferred not required
Proficient at outlining details around investigations, troubleshooting steps, and steps to reproduce issues clearly, resulting in swift resolutions
Excited to develop and maintain key internal partnerships, especially with our Engineering team and Go-to-Market organization
Desire to ask questions and dig deeper to provide thorough, thoughtful answers
Able to decipher patterns and bubble up emerging trends and solutions
Demonstrated understanding of ideal decisions, tradeoffs, and priorities

Responsibilities:

Testing and confirming expected behavior of product functionality; identifying departures from expectations and providing guidance accordingly
Becoming an expert in Postscript technical integration best practices and troubleshooting
Review customer CSS to troubleshoot & resolve issues
Build internal tools to increase productivity and streamline processes
Troubleshooting customers’ issues with Postscript’s API
Becoming an expert in expected Shopify <> Postscript behavior for both standard and Shopify Plus plans
Ability to get on scheduled Zoom calls to troubleshoot with shops as needed

Apply

Related Jobs

Apply

🔥 Technical Support Specialist

Posted 6 days ago

📍 Canada

🔍 SaaS

🏢 Company: Coconut Software

🔧 Requirements

2-3 years of experience working with customers including enterprise clients
1+ year of experience working in a SaaS environment.
Understanding of how code works in the context of finding data using SQL, and debugging web applications.
Strong communication skills, where you love adding personal touches.
High emotional intelligence with exceptional listening skills and customer empathy
Confidence in presenting information to customers.
Creative problem solver with a natural curiosity and aptitude to learn new things at a rapid pace.
Analytical mindset and strong attention to detail.
Team player and self-driven, always looking to learn and help others.
Strong time management skills, ability to prioritize and successfully manage multiple tasks.

💡 Responsibilities

Responds to customer inquiries with tact and humanity via email and phone, and resolves problems with empathy and a sense of urgency.
Takes ownership of solving common technical support problems using Intercom and our other tools, seeing them through to resolution and diving into the why behind problems.
Manages escalations and customer emergencies in collaboration with Support leadership, and participates in on-call emergency rotation.
Diagnoses issues and identifies appropriate solutions to most issues and inquiries.
Reports, monitors, and communicates bugs internally and externally using Jira and our other tools, in collaboration with other teams.
Follows team procedures for escalation of unresolved issues and identification/logging of bugs.
Shares product and technical expertise, facilitating technical and operational discussions and troubleshooting with internal teams.
Drives results including successful customer outcomes and CSAT, SLA adherence, low customer effort, and team efficiency.
Contributes to our customer facing help centre, creating and updating articles in collaboration with Knowledge team members.

SQLJiraCommunication SkillsCustomer serviceEmpathyTroubleshootingTechnical supportDebuggingCustomer supportCustomer SuccessSaaS

Posted 6 days ago

Apply

🔥 Technical Support Specialist

Posted 8 days ago

📍 Canada, Central America, South America

🧭 Full-Time

💸 30000.0 - 45000.0 USD per year

🔍 Construction

🏢 Company: Kojo👥 101-250💰 $39,000,000 Series C over 2 years agoLogistics Construction SaaS Supply Chain Management Commercial Software Procurement

🔧 Requirements

3+ years working in a customer-facing role, preferably in SaaS, software, or technology-based environment
1+ years of tier 2 technical support, an IT-related role, or a QA testing role
Track record of success working in a fast-paced environment and demonstrating a high sense of urgency
Excellent network analysis fundamentals and robust troubleshooting skills, as well as experience with Jira, Zendesk, and ReTool
Experience testing the different platforms we support (web/iOS/Android), different types of network environments, and on mobile simulators
Experience troubleshooting third-party integrations to ERP or accounting systems
Ability to collect and provide useful metrics on customer reports so product and engineering can take action on them
Deep understanding of the user experience and the ability to resolve customer support requests in thoughtful and creative ways
Excellent written and verbal communication, with an ability to express ideas and opinions to various internal and external audiences
Eagerness to learn and grow, receptive to feedback

💡 Responsibilities

Answering and resolving customer-reported Tier 1 and 2 issues or questions from inbound chat and email within designated SLAs, clarifying and offering solutions where provided information may be vague
Regular proactive engagement and collaboration with QA, Support, CS, and Engineering teams, working cross-functionally via live meetings and Slack correspondence
Creating and managing Zendesk and Jira tickets, providing timely, consistent, and clear follow progress updates to customers
Producing test case scenarios to be used in QA testing and reliable metrics and data for Product and Engineering actioning
Providing internal Support to our Kojo colleagues by engaging with various Slack channels to address issues raised there
Maintaining a comprehensive and continuously expanding knowledge of Kojo to diagnose software issues
Providing input into developing and modifying technical support systems to meet customer and internal needs
Identifying workarounds, workflows, and new features for qualified customers to ensure that they are getting the most value out of their partnership with Kojo
Acting as a brand ambassador for Kojo, providing world-class service and education to customers

QAJiraCommunication SkillsRESTful APIsExcellent communication skillsTroubleshootingTechnical supportScriptingCustomer supportCustomer SuccessSaaS

Posted 8 days ago

Apply

🔥 Technical Support Specialist - Overnight Shifts (Remote in US)

Posted 22 days ago

📍 United States

🧭 Full-Time

🔍 Consulting

🔧 Requirements

Excellent communication and customer service skills, both written and oral
Willingness to participate in an on-call rotation and provide after-hours support as necessary
1-3 years of experience as a Desktop Support Specialist or similar role
Prior experience working for a Managed Service Provider (MSP) is preferred
Servers: Active Directory, File Permissions, Domain, Backups, Antivirus
Network: Firewalls, Switches, Wireless, Voice, DHCP, TCP/IP, DNS, VPN
Computers: Computer Replacement, IPCONFIG details, Joint to Domain, Printer Installs, Antivirus
User Support: User Profile Migrations, Outlook Setup, Mobile Device Setup (email)
Applications and Products: Office 365, SharePoint, QuickBooks

💡 Responsibilities

Provide amazing support to our clients, greatly exceeding their experience of what anyone else has ever done for them.
Escalate customer support requirements as appropriate, communicating relevant information (such as criticality and timeliness), and confirming acceptance of the escalated issue.
Prepare desktops, laptops and miscellaneous hardware for customers.
Keep customer documentation up-to-date and accurate.
Deliver assigned operational and project commitments to customers, utilizing the entire customer team as necessary and as agreed with the Customer Team Lead.
Perform customer maintenance activities on behalf of the customer team.
Monitor the customer team’s assigned alerts in conjunction with the live helpdesk and respond appropriately.
Work collaboratively with teams of smart, thoughtful people to best meet the needs of our clients.
Demonstrate the ability to organize, prioritize, plan and deliver your work and commitments in a timely manner.

Microsoft Active DirectorySharePointCustomer serviceTroubleshootingTechnical support

Posted 22 days ago

Apply

🔥 Tier III Data Technical Support Specialist (Remote)

Posted about 1 month ago

📍 United States

🧭 Full-Time

💸 75000.0 - 80000.0 USD per year

🔍 EdTech

🏢 Company: Branching Minds👥 1-10💰 Private about 1 year agoPersonal Health Education SaaS Neuroscience Skill Assessment Software Charter Schools Parenting

🔧 Requirements

3+ years of experience in a technical support role
Hands-on experience with Databricks and Postgres
Advanced knowledge of SQL
Familiarity with API debugging
Strong communication skills

💡 Responsibilities

Own and resolve escalated technical data support tickets
Communicate complex technical information to customers
Identify and diagnose complex technical data issues
Provide additional support leveraging data troubleshooting processes
Develop and maintain detailed documentation on data troubleshooting processes

PostgreSQLPythonSQLETLData engineeringREST APITechnical supportDebugging

Posted about 1 month ago

Apply

🔥 Technical Support Specialist

Posted about 2 months ago

📍 United States

🧭 Full-Time

🔍 SaaS/Tech

🏢 Company: Vanta👥 501-1000💰 $150,000,000 Series C 8 months agoInternet Artificial Intelligence (AI)Compliance Cyber Security Software

🔧 Requirements

4+ years of technical customer support experience in a SaaS/Tech space.
Thrive in a collaborative environment, actively participating in team meetings such as troubleshooting sessions and team huddles.
Excellent troubleshooting skills. Experience troubleshooting cloud providers such as AWS, Azure, or GCP (monitors, load balancers, tags, etc.).
Working knowledge and understanding of APIs and Networking
Working experience troubleshooting using Datadog or similar log management tools.
Ideally has experience using databases
Be able to support a 8AM-5PM CST M-F schedule, with rotational on-call responsibilities and weekend & holidays support needed at times.

💡 Responsibilities

Provide technical support to our customers through our available channels (email, screen sharing and chat) with timely responses and resolutions to their inquiries within the established SLAs
Master Vanta’s product, learning the ins, outs, ‘work-arounds’ and ‘don’t-do-thats’
Explain complex solutions in simplified terms to customers, while documenting solutions for scale
Problem solve and troubleshoot for customers in a repeatable manner, building using Support CRM to track & identify trends
Create reproducible test cases for the Product team and provide feedback to enhance the product
Escalate bug reports for validation and actively participate in product-fixes
Proactively contribute to our internal and external documentation and knowledge-base, processes, and team-efficiency
Actively participate in daily team troubleshooting sessions, weekly team meetings and huddles

AWSSQLCloud ComputingGCPAPI testingAzureCommunication SkillsCustomer serviceComplianceNetworkingEmpathyTroubleshootingActive listeningJSONTechnical supportCustomer supportSaaS

Posted about 2 months ago

Apply

🔥 Technical Support Specialist - Weekend & Overnight Shifts (Remote in US)

Posted 2 months ago

📍 United States

🔍 Consulting

🔧 Requirements

Possess excellent communication and customer service skills, both written and oral.
Ability to explain technical challenges and solutions to a diverse audience.
Willingness to participate in an on-call rotation and provide after-hours support.
Require at least 1-3 years of experience as a Desktop Support Specialist or similar role.
Prior experience working for a Managed Service Provider (MSP) is preferred.
Familiarity with Active Directory, File Permissions, Network setups, and User Support.
Knowledge of Office 365, SharePoint, and QuickBooks.

💡 Responsibilities

Provide amazing support to clients, exceeding their expectations.
Escalate customer support requirements with relevant information.
Prepare desktops, laptops, and miscellaneous hardware for customers.
Keep customer documentation up-to-date and accurate.
Deliver operational and project commitments utilizing the entire customer team.
Perform customer maintenance activities on behalf of the team.
Monitor alerts from assigned customer teams and respond appropriately.
Work collaboratively with team members to meet client needs.
Organize, prioritize, plan, and deliver work in a timely manner.

SharePointTechnical support

Posted 2 months ago

Apply

🔥 Application & Technical Support Specialist - Decision Support

Posted 3 months ago

📍 United States

🔍 Healthcare

🏢 Company: Strata Decision Technology👥 251-500 Accounting Business Intelligence Financial Services SaaS Finance Hospital Analytics Advice Software

🔧 Requirements

2+ years of product experience OR relevant work with Healthcare products in technical support, development, or a consultancy environment.
Proficient knowledge of Microsoft technologies (Office 365).
Experience in technical issue resolution and escalation procedures.
Proven experience in managing multiple projects with multiple priorities.
Proficient with SQL scripts to perform troubleshooting.
Experience with Financial/Decision Support applications, StrataJazz, Axiom, or EPSi is preferred.
Experience with a case management tool, Salesforce is preferred.
Proficiency with Tableau or similar data visualization tools is preferred.

💡 Responsibilities

Troubleshoot and resolve moderately complex technical issues independently.
Conduct detailed analysis to identify root causes of technical problems.
Effectively prioritize and manage cases according to SOP guidelines.
Oversee individual backlog and team unassigned cases to maintain workflow efficiency.
Develop and implement solutions to prevent recurring issues.
Escalate complex issues to higher-level support when necessary.
Update and maintain customer records accurately.
Document all interactions and transactions with customers in the system.
Independently develop and deliver training sessions for customers and internal teams.
Collaborate with cross-functional teams and stakeholders to enhance product support.
Ensure the secure handling of PHI data in compliance with HIPAA regulations.
Provide guidance to junior support staff.

SQLSalesforceTableauTroubleshootingTechnical support

Posted 3 months ago

Apply

🔥 Technical Support Specialist (based in LATAM)

Posted 5 months ago

📍 United States, Canada

🧭 Full-Time

🔍 Web Hosting

🔧 Requirements

Fluent in English (C1 or native), written and spoken.
Experience in customer support in tech or SaaS environments, ideally through live chat, with a track record of delivering exceptional, customer-focused solutions.
Exceptional communication skills.
Understanding of web hosting fundamental concepts (domains, DNS, emails, control panels and website troubleshooting).

💡 Responsibilities

Provide expert support on Hostinger products, troubleshoot technical challenges via live chat and tickets that exceed customer expectations.
Simplify technical issues of varying complexity into actionable steps that customers of all expertise levels can follow.
Contribute to different teams or projects that enhance the customer experience based on evolving customer and organizational needs.
Enhance the Kodee AI Assistant to deliver smarter, more intuitive support that improves the customer experience.
Keep updated on Hostinger product updates, services, features, and the latest web hosting technologies to assist customers effectively.
Proactively identify and implement improvements to your work, team and department.

TroubleshootingTechnical supportWordPressCustomer supportSaaS

Posted 5 months ago

Apply

🔥 Technical Support Specialist

Posted 5 months ago

📍 United States, Canada

🧭 Contract

🔍 Transportation

🏢 Company: Via👥 1001-5000💰 $110,000,000 about 2 years agoReal Time Logistics Ride Sharing Transportation Mobile Apps

🔧 Requirements

Minimum of 3-5 years of experience in technical support roles
Effective at managing multiple tasks simultaneously and comfortable taking on responsibility
Meticulous and vigilant, with a high level of attention to detail
Outstanding process orientation, analytical, and organizational skills
Problem solver and entrepreneurial; you don’t accept the status quo and are always looking for creative solutions
Excellent communicator with a knack for always finding the right tone
Willing to work two weekends per month
Bachelor’s Degree, preferably in Computer Science or related

💡 Responsibilities

Become an expert on Via – develop a nuanced understanding of our technology, use cases, and best practices to be able to resolve partners’ issues.
Prioritize operational issues and provide technical, specific, and strategic responses in an efficient manner.
Work with various Operations, Product, and Engineering teams in identifying, reporting, and resolving product issues or opportunities for improvement.
Nurture close relationships with partners to become a trusted advisor.

Attention to detailMultitaskingTechnical support

Posted 5 months ago

Apply