About the Opportunity
The hiring organization is seeking a Support Specialist to assist customers with technical and functional platform inquiries. In this role, the specialist provides platform guidance, assists with regulatory compliance filing requirements, and troubleshoots technical integration issues. The position collaborates with engineering and cross-functional teams to resolve complex customer inquiries and enhance support processes.
Role Details
- Role Title: Support Specialist
- Location: United States (Remote)
- Employment Type: Full time
- Schedule: East Coast hours, supporting international customers
Key Responsibilities
- Field and resolve a broad range of customer inquiries, spanning general platform usage, technical API integration, and troubleshooting.
- Serve as the primary point of communication for customers, providing clear updates while collaborating with technical support engineers, engineering, and cross-functional teams to ensure timely issue resolution.
- Oversee the end-to-end support lifecycle, from ticket creation through escalation and resolution, optimizing workflows for greater efficiency.
- Guide users on navigating SaaS platform features and addressing specific filing requirements for regulatory compliance.
- Leverage technological tools, including AI, to increase support efficiency.
- Continuously expand technical capabilities across tools and systems to deliver advanced customer assistance.
Required Qualifications
- Strong technical troubleshooting skills, including hands-on experience diagnosing, reproducing, and escalating software bugs.
- Proven problem-solving ability with a commitment to owning customer issues from inception to resolution.
- Demonstrated ability to learn rapidly and adapt to evolving tools, technologies, and operational workflows.
- Professional, articulate communication skills with the ability to build rapport and deliver customer-focused service.
- Strong cross-functional collaboration skills to partner effectively across engineering, product, and customer success teams.
- Availability to work East Coast hours and provide support to international customers.
Preferred Qualifications
- Experience working with APIs and SQL.
- Familiarity with programming or scripting languages.
- Familiarity with Workato or other iPaaS solutions.
Compensation and Benefits
- Competitive compensation package, including cash compensation and equity.
- Health, dental, and vision coverage.
- 401(k) retirement plan.
- Flexible working hours within a remote-first work environment.
Equal Opportunity and Accommodations
The hiring organization is an equal opportunity employer and values diversity. Employment decisions are made without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Reasonable accommodations are provided for individuals with disabilities throughout the application and interview processes, in the performance of essential job functions, and in access to other employment benefits and privileges. Candidates may request accommodations as needed.