Senior Technical Specialist
New
F
FormAssemblySaaS / Data Collection
United StatesFull-TimeSenior
Salary62,000 - 65,000 USD per year
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Job Details
- Experience
- 2+ years
- Required Skills
- HTMLCSSJavascriptSalesforceSaaSTroubleshootingTechnical support
Requirements
- 2+ years in a technical, customer-facing support role.
- Demonstrated experience troubleshooting beyond documented procedures.
- Strong written communication skills.
- Experience diagnosing issues in a web-based SaaS product.
- Salesforce experience as a power user or administrator.
- HTML proficiency: reading form structure, embedded forms, and iFrame publishing.
- CSS proficiency: diagnosing styling conflicts and selector specificity.
- JavaScript proficiency: reading errors and understanding form logic.
- Experience using browser developer consoles for error diagnosis and DOM inspection.
- Ability to write clear bug reports with reproduction steps.
Responsibilities
- Resolve technically complex customer issues over email and chat, diagnosing problems across web forms, conditional logic, styling, and integrations.
- Troubleshoot Salesforce integration issues, including field mappings, error messages, and connector configurations.
- Reproduce and document issues with clear steps before escalating to Tier 2 or Engineering.
- Monitor support queues and Slack for trending problems or release-related issues.
- Mentor newer team members and act as a resource for hard cases.
- Contribute to internal documentation, troubleshooting guides, and process notes.
- Share customer feedback and product friction with Product and Engineering leadership.
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