Technical Support Specialist - adidas Program
New
T
ThirdChannelRetail, DTC, Apparel
Remote (U.S.)Full-TimeMiddle
Salary75,000 - 95,000 USD per year
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Job Details
- Experience
- 2–4 years
- Required Skills
- SQLJiraZendesk
Requirements
- 2–4 years in technical customer support, application support, or technical customer success.
- Experience supporting a SaaS product, mobile app, or multi-tenant platform.
- Experience in an embedded or dedicated-account support model (strong plus).
- Hands-on experience with helpdesk and ticketing tools (Zendesk, Jira Service Management, Intercom or similar).
- Working knowledge of mobile and web QA testing (TestFlight, browser dev tools, structured test cases).
- SQL comfort to investigate production data and distinguish user error from genuine bugs.
- Familiarity with product and issue-tracking tools (Jira, Linear, Productboard or similar).
- Exceptional written and verbal communication skills.
- Ability to translate between a client's language and an Engineering team's.
- Client-facing polish and emotional intelligence.
- Highly organized and self-directed.
- Experience in or genuine enthusiasm for retail, DTC, or apparel/footwear.
Responsibilities
- Serve as the primary point of contact for all adidas user issues, intake, triage, and drive every ticket to resolution.
- Troubleshoot directly with users and communicate clear next steps throughout the support process.
- Surface bugs to the adidas team the moment they are identified, with clear context, impact, and timeline.
- Run QA checks before every release, focusing on adidas-specific workflows and edge cases.
- Partner with Product and Engineering to flag regressions and validate fixes before they reach users.
- Keep adidas informed of upcoming changes, features, and releases, flagging deviations and delays early.
- Translate adidas' feedback, friction points, and feature requests into actionable input for Product and Engineering.
- Advocate for the adidas use case in roadmap and prioritization conversations.
- Develop deep, current knowledge of adidas' culture, org structure, and platform usage.
- Keep clean, accurate records in ThirdChannel's ticketing systems and maintain adidas-specific documentation.
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