Principal Technical Support Specialist

About the role

As a Principal Technical Support Specialist, you serve as a highly experienced individual contributor and technical leader within the Tier 1 team. You handle the most complex and high-impact customer issues, act as a key escalation point, and help drive the overall quality and effectiveness of support. You play a critical role in bridging Tier 1 and Tier 2, ensuring escalations are well-understood, properly scoped, and efficiently resolved. In addition to supporting customers, you elevate the team by mentoring peers, refining troubleshooting approaches, and contributing to process and knowledge improvements. You help foster a collaborative and high-performing team environment where continuous learning, accountability, and customer-first thinking are at the forefront.

Overall Responsibilities

• Spend a majority of your day resolving complex customer issues via email, chat, and other support channels
• Act as a primary escalation point for Tier 1, assisting with high-complexity or high-visibility cases
• Partner closely with Tier 2, Engineering, and Product teams to drive resolution of advanced technical issues
• Provide real-time guidance and support to team members via Slack and case collaboration
• Assist in identifying, triaging, and communicating trending issues, bugs, or release impacts
• Contribute to and help maintain internal documentation, troubleshooting guides, and support processes
• Mentor team members by sharing knowledge, refining troubleshooting skills, and improving case quality
• Help ensure consistency and quality in customer interactions and technical resolutions
• Participate in initiatives that improve team efficiency, workflows, and customer experience

Day To Day Responsibilities

• 60% of your week in the queue handling customer cases, with a focus on complex and escalated issues
• 20% supporting team development - mentoring, assisting with escalations, and contributing to training efforts
• 10% working on process improvements, documentation, and cross-functional collaboration (Tier 2, Product, Engineering)
• 10% in meetings - team, department, cross-functional syncs, and 1:1 with manager
• Actively monitor queues and Slack to identify escalation needs, trends, and areas of risk
• Step in on challenging cases to guide resolution and ensure strong customer outcomes
• Aid in reviewing and improving case handling quality across the team
• Share insights and feedback on product issues, support gaps, and training opportunities
• Partner with leadership to surface opportunities for improvement across support operations

About You

• You have a high level of personal and work integrity
• You lead through influence and expertise, not authority
• You are deeply customer-focused and advocate for the best possible experience
• You are an expert problem solver who thrives on complex technical challenges
• You are a strong communicator, able to translate technical concepts clearly
• You proactively identify issues, patterns, and opportunities for improvement
• You enjoy mentoring others and helping elevate team performance
• You are highly adaptable and comfortable operating with autonomy
• You have a strong understanding of front-end web technologies and system behavior

Requirements

• 4-6+ years in a technical, customer-facing support role
• Strong experience handling escalated or complex technical issues
• Willingness to join customer facing phone calls to troubleshoot technical issues. Demonstrated ability to mentor and support peers without formal management responsibilities
• Advanced understanding of product functionality, integrations, and troubleshooting methodologies
• Proven ability to work cross-functionally with technical teams (Engineering, Product, Tier 2)

Proposed Core Technical Requirements

• Reading and interpreting form structure
• Reading JS errors
• Understanding form logic and dynamic behavior
• Independent log review
• DOM inspection
• Error diagnosis
• Connector configuration
• Error interpretation
• Object relationships
• SAML/SSO/Experience Cloud authentication
• Log querying
• API/connector testing
• Email/DNS
• Cross-browser testing
• Bug ticket creation
• Severity/priority assessment
• Known issue mapping
• Clear, technical-to-plain-language translation for email-based customer responses

Salary Range

$65,000 - $70,000

Benefits

• Health benefits (health, dental, vision) for Team Members based in the United States
• Mental Health benefits with SpringHealth
• 401(k) with 4% company match
• Unlimited PTO (with a required minimum use of 2 weeks per year) for Salaried/Exempt staff, or 4 weeks of paid vacation for hourly/non-exempt employees
• 9 paid company holidays
• Flexible work schedule; work from anywhere!
• Budget for professional development
• Company provided Mac laptop