Technical Accounts Specialist

About the role

You will play a key role in supporting the Technical Accounts team by managing day-to-day integration operations, including triaging Integration SMS requests, executing Atom Feed integration configurations and bulk SFDC uploads, and monitoring the #parcs_integrations Slack channel. You will partner with Senior Technical Support Specialists, Senior Technical Accounts Specialists, the Manager, Technical Accounts, and the broader Supply organization to ensure requests, configurations, and partner-impacting issues are addressed promptly and accurately. This role is an excellent opportunity to build a strong foundation in technical operations, the parking industry, and SpotHero's PARCS partner ecosystem.

Responsibilities

• Manage and assign Integration SMS requests, including unassigned and reopened tickets routed in from integrations-support@spothero.com and SFDC.
• Triage, assign, and escalate to the Senior Technical Support Specialist or Manager, Technical Accounts as appropriate.
• Execute Validation API/Atom Feed integration configurations and bulk SFDC uploads using SpotHero Admin, Atom Feed Usage, the Atom Feed Worksheet, and Django; partner with the Senior Technical Accounts Specialist and Manager, Technical Accounts on complex configurations and escalate to the Integrations Squad when needed.
• Diagnose ongoing trends at various supply locations through research, investigation, and understanding of multiple internal systems.
• Work with Operators, PARCS vendors, IT services vendors, Sales Ops, and Growth Managers to support new and existing supply locations on the SpotHero platform.
• Monitor the #parcs_integrations Slack channel on the team's monitoring schedule and route requests to the appropriate SFDC queue.
• Maintain a healthy Technical Accounts ticket queue in Salesforce, ensuring statuses are accurate, ownership is clear, and aging tickets are surfaced and escalated.
• Execute PARCS integration onboarding and operational continuity by partnering with the Senior Technical Support Specialist, Senior Technical Accounts Specialist, Growth Managers, the #technical-supply-support Slack channel, and the Integrations Squad.
• Capture and maintain documentation in Confluence for routine workflows, configuration steps, and monitoring procedures so the team can scale consistently.
• Identify opportunities to improve and document existing intake, monitoring, and configuration processes; surface ideas to the Manager, Technical Accounts and Senior Technical Support Specialist.
• Support the broader Technical Accounts team with ad-hoc business requests, queue triage, and bulk data management as needed.

Requirements

• 2+ years of experience in customer support, operations, technical coordination, or a related administrative role (technology or parking industry experience a plus).
• Strong organizational skills with the ability to manage and triage multiple competing priorities.
• Comfortable working in Salesforce, Slack, Google Workspace, and Confluence.
• Ability to learn new tools, systems, and workflows quickly.
• Clear, professional written and verbal communication skills.
• A proactive, detail-oriented mindset with a strong sense of ownership.
• Interest in growing into a more senior technical role (such as Technical Support Specialist).
• Bachelor's degree or equivalent hands-on experience preferred.

Skills

• Action-Oriented - Maintains a sense of urgency to complete tasks and proactively seeks information rather than waiting for it.
• Analytical - Examines information methodically and in detail to complete tasks accurately and identify when something needs to be escalated.
• Collaboration & Team Communication - Works collaboratively with team members and cross-functional partners to complete tasks and achieve shared goals.
• Multi-Task - Executes on more than one task at the same time while keeping the queue and assigned work organized.
• Patience - Remains calmly focused when working through queues, ambiguous requests, and recurring issues.
• Process Adherence & Improvement - Consistently follows established processes and identifies opportunities to improve or document them.
• Relationship Management - Builds positive working relationships with coworkers and business partners across Supply, Growth, and Integrations.
• Technical Capability - Curious about how systems and technology work and eager to learn and apply technical concepts such as Atom Feed and API connections.
• Time Management - Prioritizes work effectively to meet service-level expectations and keep the team's queues healthy.

Tools We Use

• SpotHero Admin Backend
• Salesforce (SFDC)
• Atom Feed (Usage / Worksheet)
• Django Admin
• Integration SMS
• Knowledge Sharing Platform (Confluence preferred)
• Slack
• Google Workspace
• Issue and Project Tracking Software (Jira preferred)
• Logging and monitoring tools such as Sumo Logic

Benefits

• Excellent benefits: We cover a generous portion of Medical Premiums, 50% of Dental and Vision Premiums, company-sponsored Life Insurance, STD, and AD&D coverage.
• 401(k) with match and immediate vesting.
• Comprehensive leave policies to meet your needs in creating space for life.
• Flexible PTO policy and outstanding work/life balance.
• Uber Eats weekly lunch stipend for in-office days.
• Udemy License and Personal Learning Budget for professional and personal growth.
• Annual parking stipend.
• Employee Resource Groups and allyship learning resources.
• Employee programs to grow and support our people such as Discovery Days for Product and Engineering, Gearing up for Aspiring Leaders, and Mentorship Program.
• Wellness program supporting physical and mental wellbeing.

Pay

Depending on your skillset and experience, you can expect your compensation to be between $60,000 - $75,000 as well as a discretionary bonus and leading total rewards package including stock options.

Schedule

Seeking candidates in Chicago, IL - 1x a week onsite.