Customer Support Specialist

Job Summary

Pattern is seeking a Customer Support Specialist to join our dynamic team. This role is responsible for delivering a high-quality, scalable support experience for all users, leading technical triage, resolving complex issues, and building clear support paths across the customer lifecycle. The ideal candidate will act as the bridge between Customer Support, Ecommerce, Product, and Engineering.

Responsibilities

• Own technical support end-to-end, including escalations and high-impact issues.
• Lead triage efforts, ensuring issues are prioritized correctly and routed efficiently.
• Troubleshoot complex SaaS issues across integrations, APIs, and platform workflows.
• Establish clear support paths for bugs, feature requests, and system issues.
• Ensure consistent, high-quality communication with customers and internal stakeholders.
• Build and optimize scalable support workflows to improve efficiency and experience.
• Own core support metrics (FRT, resolution time, handle time, backlog health, SLA adherence).
• Identify trends and recurring issues to reduce ticket volume and improve product usability.
• Define and maintain escalation frameworks and severity levels.
• Translate support insights into clear, actionable feedback for Product and Engineering.
• Partner on prioritization of bugs, features, and improvements.
• Ensure issues are documented with clear reproduction steps, impact, and context.
• Track and communicate the status of bugs, fixes, and releases to users and stakeholders.
• Own internal and external knowledge base content, ensuring accuracy and usability.
• Create and maintain troubleshooting guides, SOPs, and support playbooks.
• Standardize processes and responses to drive consistency across the team.
• Enable self-service where possible to reduce inbound support volume.
• Partner with CS, Ecommerce, Product, Engineering, and Implementation teams to improve the end-to-end user experience.
• Support product launches by ensuring support readiness and documentation.
• Act as the technical liaison between teams, simplifying complex issues into clear next steps.
• Team Support Mentor team members on technical troubleshooting and best practices.
• Serve as the go-to resource for technical support knowledge.
• Contribute to a culture of ownership, accountability, and continuous improvement.

Requirements

• Bachelor’s degree.
• 1+ years in SaaS Customer Support or Technical Support.
• Experience handling escalations and complex technical issues.
• Strong troubleshooting skills across SaaS platforms, integrations, and APIs.
• Experience working cross-functionally with Product and Engineering.
• Strong communication and problem-solving skills.

Preferred Skills

• Tools & Systems: Zendesk, ClickUp (ticketing, workflows, reporting), Asana (project tracking, bug intake), APIs & integrations (webhooks, data flow concepts), Logging/debugging tools, Github, Cursor, or similar tools (preferred), AI tools for troubleshooting and workflow efficiency, Pattern-developed platforms and tools.

Company Culture

We are looking for individuals who are: Game Changers, Data Fanatics, Partner Obsessed, and Team of Doers. Pattern offers a supportive and collaborative environment with benefits including unlimited PTO, paid holidays, onsite fitness center, company-paid life insurance, casual dress code, competitive pay, health, vision, and dental insurance, and a 401(k) match.

Equal Opportunity Employer

Pattern is committed to providing equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability, status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.