Senior Technical Support Specialist

Job Description

Serve as the primary point of contact for customers experiencing technical issues with screen mirroring software, addressing problems related to connectivity, compatibility, and performance.

Own the day-to-day technical support function across customer and internal support, including tickets, email, live chat, phone calls, support workflows, and related processes.

Evaluate and improve how technical support is delivered, including the tools, workflows, escalation paths, documentation, and processes used to support customers and employees.

Provide troubleshooting assistance via email, phone, or chat, guiding users through diagnostic steps and resolving issues in a timely manner.

Diagnose and resolve customer problems with device compatibility, software configuration, network settings, and security/firewall issues.

Escalate more complex issues to the appropriate internal teams when necessary and track the resolution progress for customer follow up.

Aid customers with the initial installation and configuration of software, ensuring smooth setup on various devices (tvOS, Windows, macOS, etc).

Assist customers with the initial installation and configuration of software, ensuring smooth setup on various devices (tvOS, Windows, macOS, etc).

Help customers configure advanced features, such as multi-device mirroring, screen sharing with audio, and integration with third-party tools (e.g., conferencing platforms).

Contribute to and maintain the internal knowledge base by documenting common technical issues, resolutions, and best practices.

Regularly review and improve support documentation based on feedback and recurring customer inquiries.

Communicate recurring technical issues, bugs, or feature requests to the Product and Engineering teams to help improve the software.

Provide input on software usability based on customer feedback and technical support insights, contributing to ongoing product enhancements.

Guide customers through product features, explaining how to best use the software to meet their specific needs.

Use AI tools as a regular part of technical support work, including troubleshooting, research, documentation, communication, analysis, and process improvement.

Identify opportunities to use AI and automation to improve support efficiency, response quality, self-service resources, and the overall customer experience.

Experiment with and implement new support tools, AI-assisted workflows, and processes when they can meaningfully improve how technical support operates.

Act as the internal owner and advocate for technical support, using patterns from customer interactions to identify opportunities for improvements across Support, Product, Engineering, and the broader organization.

Key Qualifications

• Experience: 1+ years of experience in a technical support role, preferably in the SaaS industry. Experience with screen mirroring or collaboration software is a plus.
• Technical Knowledge: Strong understanding of networking concepts, device compatibility, screen mirroring technology, and troubleshooting methods.
• Communication Skills: Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical users in a clear and empathetic manner.
• Problem-Solving: Strong analytical skills with the ability to diagnose complex technical issues and find effective solutions quickly.
• Customer-Focused: A passion for helping customers succeed and providing outstanding service, with a track record of building positive relationships.
• Tools: Experience with customer support platforms (e.g., Zendesk, Freshdesk, Jira).
• Technical Proficiency: Familiarity with various operating systems (Windows, macOS), mobile devices (iOS, Android), and AppleTV. Knowledge of networking protocols (TCP/IP, DNS, firewall settings) and troubleshooting techniques is essential.
• Ownership: Comfortable working independently and taking responsibility for an entire functional area, including identifying problems and opportunities without waiting for them to be assigned.
• Technical Curiosity: Broad technical aptitude and a willingness to learn unfamiliar technologies, systems, and tools. We value someone who can confidently investigate and solve new types of problems over someone whose experience is limited to a single technical specialty.
• AI Fluency: Comfortable using modern AI tools to accelerate research, troubleshooting, communication, documentation, and other day-to-day work. You should be interested in continually finding new ways to apply AI to improve both your own effectiveness and the customer experience.
• Initiative: Ability to recognize when a process, tool, or workflow could be better and take the initiative to investigate and implement improvements.